Hartshill 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.

At our last assessment, 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. The practice had a system in place to identify carers on their system. The leadership team told us carers were also identified during multi-disciplinary meetings and staff contacted known carers to try and identify any additional support they may need. The Patient Participation Group felt that staff at the practice listened to them and would act on any concerns.

The service 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.

Patients’ 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 practices mission statement talked about embracing diversity and equality and a patient charter policy which spoke about treating people as individuals. National GP Patient Survey data found that 96.7% of people stated they felt the healthcare professional they saw during their last appointment was very good or fairly good at treating them with care and concern. Compared with the national average of 85.3%.

The service 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.

National GP Patient Survey data found that 97.2% of respondents felt they had confidence and trust in the healthcare professional they saw or spoke to. Compared to the national average of 92.3%. Also, 94.7% were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. Compared to the national average of 90.9%.

The service 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.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued 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, such as regular breaks and rest areas. Staff reported they were provided with support if they were experiencing difficulties at work. The leadership team told us they had spoken to staff and asked them what parts they particularly enjoyed about their job role and what parts they did not. Following this feedback, the leadership told us they adapted tasks accordingly.