Old Orchard Consulting Rooms

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.

Arrangements were in place to promote people’s privacy. The service was open to children and young people under 18 if clinically appropriate. Staff understood Gillick competency and there was a process to ensure young adults had control over their privacy.

The service carried out feedback surveys which showed people were positive about the way they were treated by the staff. People praised the kindness and professionalism of the service.

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 goals, 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.

Leaders told us that the provision of good quality information was a priority so that people could make an informed choice about treatments and were not pressured into having procedures. They were able to provide written information about specific procedures and what to expect in terms of the process and outcome and any complications. They discussed this with people as part of the consultation prior to any treatment taking place.

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.

The service ensured people could access the service as appropriate and was flexible in providing appointments at a convenient time. Administrative staff were able to liaise with the clinicians to follow-up any queries promptly. We were told that people would be signposted to alternative services, such as local accident and emergency departments, if their symptoms indicated a more urgent medical problem.

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. Staff told us leaders were supportive and took action to resolve any issues.