Brierley Park Medical Group

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

Caring – this means 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 good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

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 people with kindness, empathy and compassion and respected their privacy and dignity. We observed staff treating people with kindness and respect within the waiting room. Arrangements were in place to promote peoples’ privacy. Staff that chaperoned were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination. The National GP Patient Survey data showed that people felt listened to and were treated with kindness. For example, 91% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern. This was comparable with the national average of 85%.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. The National GP Patient Survey data reflected that people felt involved in decisions about their care. For example, 92% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable with the national average of 91%. People’s communication needs were met to enable them to be fully involved in their care. The practice had identified 884 people registered with the practice as carers which was 4.8% of the practice population. The practice had processes in place to support this group of people. The practice had joined a pilot to improve cervical screening uptake in the transgender population.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

The service listened to and understood people’s needs, views and wishes. They used feedback from the National Patient GP survey, the Patient Participation Group and patient surveys to respond to people’s needs. For example, changes to improve access to the practice through their telephone system and high backed chairs for the waiting room. 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. We received feedback from 1 person who used the service who told us that the practice provided a really good service.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Feedback from staff was positive about the support they received. 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 told us they were listened to and that they felt valued by leaders. Staff reported being supported if they were struggling at work or required reasonable adjustments to support them to carry on. For example, during pregnancy.