Catherine House 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.

At our last assessment in April 2022, we rated this key question as Good.

During our responsive follow up assessment in September 2022, we did not reassess the service for providing caring services.

At this assessment, the rating has not changed. This key question remains 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 staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

There were arrangements to promote patients’ privacy. National GP Patient Survey data reflected higher than average positive responses in relation to people feeling listened to and being treated with kindness. Staff we spoke with understood Gillick competency (Gillick competency refers to the legal ability of a child under 16 to consent to medical treatment without parental consent, provided they have sufficient understanding and intelligence to appreciate the treatment's nature, risks, and alternatives) 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.

GPs had a designated patient lists to ensure continuity of care. 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.

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

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.

We saw that the service provides clear, accessible information on care and treatment options, supporting shared decision-making in all consultations, including providing written information and signposting to other services and support of self-management tools.

Meeting minutes which we reviewed showed clinicians routinely discussed and documented people’s consent, capacity, and involvement in decisions.

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 service management and 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.