HMC Health Feltham

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 at evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment in 2021 using the old methodology, we rated this key question as good. At this assessment, the rating remains the same.

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 practice always treated people with kindness, empathy, and compassion. Dignity and privacy were respected. Staff understood the ethos of the practice as dignity and compassion. Patient choice was always respected for example, request for a female GP or chaperone. Staff treated colleagues and partners from other organisations with kindness and respect. Privacy curtains were around clinical couches and a private room / space for patients when they need it to promote privacy. The national GP patient survey data showed that 71% of the respondents felt listened to by the healthcare professional. Staff were trained to understand the Gillick competency. There was a palliative care register for those nearing the end of life and the universal care plan was updated to reflect the changing needs of the patients.

The practice treated people as individuals and ensured people’s care and treatment met their needs and preferences. They took account of people’s culture, backgrounds and equality characteristics. The practice had a mix of male and female doctors who spoke different languages which was very useful with the patient population. Interpreting service was also used to meet the communication needs of the patient population.

The practice promoted people’s independence; patients had control and choice over their care, treatment and wellbeing. The practice had toilet facility with disabled access. There was access to interpreting service, and a hearing loop for patients who may require such services. Staff signposted patients to relevant community services helpful to the needs of the patients.

The practice listened to and understood people's needs and wishes. The practice had a system to quickly identify patients who needed urgent care, and the GP was informed. Staff were trained to recognise medical emergencies and how to respond in such situations.

The practice operated an open-door policy with the staff and staff we spoke to mentioned that working at the practice had a family feel to it. Staff were celebrated with staff get-togethers and the staff pay was reviewed annually. Staff were encouraged to raise concerns during staff meetings, annual appraisals and were aware of the whistleblowing policy. Risk assessments were conducted for pregnant staff and there was flexible working request available for staff.