Ling House Medical Centre

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed all quality statements from this key question. Our rating for this key question is Good. Overall, we found the practice provided a caring service. Staff treated people with kindness and compassion and maintained their privacy and dignity. Patient’s individual needs and preferences were understood and where possible, they were offered choice in their care and treatment. The provider promoted the wellbeing of their staff and supported them in their work.

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.

Patient feedback from the National GP Patient Survey (2024) regarding kindness, compassion and dignity was slightly below local and national averages. We saw that from 125 responses, 70% of patients said the healthcare professional they saw or spoke to was good at listening to them (Local Average 86%; National Average 87%), 75% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern (Local Average 85%; National Average 85%) and 83% of patients had confidence and trust in the healthcare professional they saw or spoke to (Local Average 92%; National Average 92%). Following the outcomes of the National GP Patient Survey the practice had undertaken their own internal survey in July 2024. A total of 1000 people responded, and patient satisfaction outcomes were more in line with local and national averages. We saw that 88% of patients said the healthcare professional they saw or spoke to was very good or good at listening to them, 88% of patients said the healthcare professional they saw or spoke to was very good or good at treating them with care and concern and 91% of patients had confidence and trust in the healthcare professional they saw or spoke to. Feedback received through the Give Feedback on Care form on the Care Quality Commission’s website was positive with patients describing staff as caring, professional, friendly and helpful.

Staff gave us examples of how they treated patients with kindness, compassion and dignity. For example, where a patient suffered a bereavement, the practice would offer support and signpost to appropriate services. Staff knew and understood the people who used their services, including their preferences, wishes, personal histories and backgrounds. Staff and leaders told us they would respond to peoples’ needs quickly and efficiently. There were policies and procedures for staff to follow to ensure information about people was treated confidentially, as well as to respect their privacy.

On the day of our on-site inspection, we observed that staff spoke with patients in a dignified and respectful manner. A private room was available if patients were distressed or wanted to discuss sensitive issues. We observed confidentiality at the reception desk. There was a culture of kindness and respect between colleagues.

Patient feedback from the National GP Patient Survey (2024) was slightly below local and national averages. We saw that from 125 responses, 79% of patients said they were involved as much as they wanted to be in decisions about their care and treatment (Local Average 92%; National Average 91%). Following the outcomes of the National GP Patient Survey the practice had undertaken their own internal survey in July 2024. A total of 1000 people responded, and patient satisfaction outcomes were more in line with the local and national average. We found that 89% of patients said they were definitely or somewhat involved as much as they wanted to be in decisions about their care and treatment.

Staff and leaders told us that people’s individual needs and preferences were understood and reflected in their care, treatment and support. They told us that people’s personal, cultural, social and religious needs were understood, met and clearly documented.

The practice had systems and processes to ensure people’s communication needs were met, to enable them to engage in their care and treatment, and for them to be supported to maximise their experience and outcomes. The practice had identified 968 patients on their carers’ register. Information for carers was available on the practice website. The practice offered extended appointments and additional health and wellbeing checks for carers, including the influenza vaccination. The practice engaged with Dementia Friendly Keighley, who had attended the surgery and spoken with patients and their families to provide information and support in recognising early symptoms of dementia and encouraging them to make an appointment with a GP. Multi-disciplinary team meetings and cross organisational working helped support vulnerable patients. These included those requiring end-of-life care and patients with safeguarding concerns. Staff were required to undertake specific training to improve their own knowledge and understanding of how to support different patients. This included training on equality and diversity, safeguarding, learning disability awareness and autism.

As part of the assessment process, we reviewed patient feedback from the National GP Patient Survey, the NHS Friends and Family Test (FFT) and an internal survey. In addition, we asked the provider to share details of our Give Feedback on Care process with patients. Patients providing feedback for this assessment had no specific views or concerns in this area.

Staff we spoke with demonstrated a supportive approach to ensuring patients were empowered to be involved in their care and treatment. Staff had received care navigation training and could signpost patients to different services, for example the community pharmacy.

There were systems and processes in place to promote patient’s independence and allow them control over their care and treatment. Patients were able to book appointments with a variety of clinical staff, including GPs, advanced clinical practitioners and practice nurses. Referrals were made to services to support improved health and general wellbeing, for example smoking cessation and weight loss services. Patient information leaflets and notices were available in the patient waiting area and on the practice website which told patients how to access support groups and organisations. There was a Carer’s register and staff helped patients and their carers find further information and access community and advocacy services.

As part of the assessment process, we reviewed patient feedback from the National GP Patient Survey, the NHS Friends and Family Test (FFT) and an internal survey. In addition, we asked the provider to share details of our Give Feedback on Care process with patients. Patients providing feedback for this assessment had no specific views or concerns in this area.

Staff we spoke with knew how to respond to patient’s immediate needs and how to recognise when urgent help or support was required. Staff were able to tell us about systems and training in place to support this, including the use of panic alarms, availability of emergency equipment and emergency management training. Leaders ensured that appropriate staff were always available throughout the day to support patients in case of an emergency.

Feedback from staff was positive. They reported a good working environment and a positive culture. They told us they felt respected and valued, and that managers were supportive. Staff were positive in their reflections of working at the practice and the leadership team’s approach to learning and improvement. Clinical staff felt supported on a day-to-day basis clinically by their peers and leaders.

There were systems and process for staff to have regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. These included meetings, appraisals, staff suggestion box and a staff survey. Staff rotas were maintained, and efforts made to ensure appropriate staffing levels to support adequate work breaks.