Arran Medical Centre

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.

This is the first inspection for this service since its registration with CQC. This key question has been rated as Good

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 treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated each other and colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data 2024 reflected people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

Data from the National GP patient survey 2024 showed that of those patients responding to the survey, 83%found the reception and administrative team at this GP practice helpful. This was higher than the local average of 76% and in line with the national result of 83%.

Of those patients responding to the survey 88%had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment (local average 90%, National result92%).

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

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patients’ communication needs were met to enable them to be fully involved in their care.

The practice had identified 117 patients as carers. The practice offered health checks and flu immunisations to carers.

Data from the National GP patient survey 2024 showed that of those patients responding to the survey 81%felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. (Local average 83%, National result:87%).

Of those patients responding to the survey, 86%felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (local average was 89%, National result:91%).

Staff understood their patient population well and worked with patients to promote their independence, so patients 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 and to understand risks and benefits of treatment.

Staff had access to interpreters. The practice website was also available in different languages.

The practice had identified where patient satisfaction was lower when compared with other practices in the National GP patient survey 2024 and had formed an action plan to improve satisfaction in these areas.

The service 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.

The practice provided evidence that uptake of the NHS app, access to medical records and signposting to pharmacy first had improved and there was an action plan in place to improve further.

Staff had access to information that helped them allocate appointments with the relevant health professional.

Data from the National GP patient survey 2024 showed that of those patients responding to the survey, 75%knew what the next step would be after contacting their GP practice (local average76%, national result83%) and 92%knew what the next step would be within two days of contacting their GP practice. This was in line with local and national averages (local average 93%, National average 93%).

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

Staff told us they felt supported by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working. Staff reported good team working between different teams.