Modality Mid Sussex

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. At our last inspection we rated the practice as Good. At this inspection 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

National GP patient survey data reflected people felt listened to and were treated with kindness. In the friends and family test data we saw that most people praised the professionalism, kindness, and care shown by clinical staff, and receptionists. Feedback received by CQC was mixed. We received positive comments about the care and professionalism displayed by staff whilst others commented that receptionists could be dismissive or unhelpful. Ensuring privacy and dignity at the reception desk was an ongoing challenge for the practice, especially when receptionists were guiding patients through the on-line triage form. The practice was aware of this and continually re-enforced the need for staff to use a private room where possible. The reduction in queues at the reception since the introduction of digital triage had made this easier.

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff understood and respected the personal, cultural, social and religious needs of patients.

Patients’ personal, cultural, social, religious and equality characteristics needs were identified and met. To support patients with mobility issues or other physical limitations, the practice recorded reasonable adjustments at registration, ensuring that accessibility needs are met. Patient communication needs were met to enable them to be fully involved in their care. For example, the provision of translation services, interpreters and large print.

The practice promoted patient’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

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

There was a system for appointment triage that ensured patients with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The practice cared about and promoted the wellbeing of their staff.

Most staff told us they felt valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff. This included well-being days and activities and access to an employee assistance programme that provided counselling and support. They also had a welfare fund that staff could apply for confidentially. The provider adjusted the environment to meet staff needs, for example, additional equipment to alleviate and prevent joint pain.