Thorpewood Medical Group Also known as Woodside Surgery

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

We assessed a total of 5 quality statements from this key question.At our last inspection we rated this key question as Good. At this assessment, the rating remains Good.

Patients told us staff treated them with kindness, empathy and compassion. Staff told us that they treated people as individuals and made sure care, support and treatment met people’s needs and preferences. Staff helped patients and their carers to access advocacy services. Staff told us they felt valued by leaders.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service always sought to treat people with kindness, empathy and compassion; and respect their privacy and dignity. Staff treated colleagues from other organisations with respect.

Latest National GP Patient Survey data (Jan-March 2024) highlighted that most people felt listened to (75%) although this was still below local and national averages. Patients consistently told us that staff were caring and compassionate. Provider surveys (April and October 2024) showed an increase in patient satisfaction regarding staff attitudes.

Staff we spoke with understood Gillick competency. Arrangements were in place to promote patients’ privacy. Local care homes spoke positively about how nursing staff routinely treated residents with compassion, dignity and respect. We noted positive patient feedback in a recent local Healthwatch commissioned survey; specifically on how staff showed compassion when engaging with patients experiencing poor mental health.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People spoke positively about how their personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Local care homes spoke positively about how staff routinely engaged people, their families and/or carers in discussions about their immediate needs.

Leaders cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they felt valued by leaders. For example, nursing staff spoke positively about how they had been encouraged to attend training courses. Leaders had taken steps to recognise and meet the wellbeing needs of staff (which included the necessary resources and facilities for safe working such as rest areas). Staff spoke positively about instances where they had been supported at work. A recent team building social event had taken place.