Thornbury Medical Practice

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

Overall, we found that 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.

The 2023 GP Patient Survey data regarding kindness, compassion and dignity from the provider showed that responses were lower than national averages. This included being listened to, having confidence and trust in the healthcare professional, being treated with care and concern, and overall experience of the practice. The practice had carried out its own in-house patient survey in May 2024, in response to the National GP Patient survey results, however this was largely focused on access. One of the questions looked at patients’ experience with the reception team and whether the team were helpful. Out of 321 patients, 81% were satisfied with their experience.

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 send out a condolence card and offer support. Efforts were made to identify and support carers. Patients were offered choice, such as whether they wanted to see a female or male GP, and efforts were made to accommodate such requests. Staff we spoke to knew how to treat information confidentially.

At the on-site assessment we observed staff speaking with patients in a kind and dignified manner.

We reviewed the results from the 2023 GP Patient Survey data. This showed that the percentage of respondents, who stated that during their last GP appointment they were involved as much as they wanted to be, was lower than the national average. The practice had carried out its own in-house patient survey in May 2024, in response to the National GP Patient survey results, however this was largely focused on access. One of the questions focused on whether patients’ needs were met during their last consultation and out of 322 responses, 81% of patients were satisfied.

Staff treated people as individuals and took into account their needs and preferences. This included any communication needs. The practice complied with the Accessible Information Standard and communication was also aided by having a number of bilingual staff at the practice.

Patients had access to interpreters, a hearing loop, home visits and longer appointment times where required. Patients could also request to see a GP of their choice where possible. Staff were trained in equality and diversity and this formed part of the mandatory training schedule.

Staff supported patients to have control over their own care. Staff had received care navigation training and could signpost patients to different services including the pharmacy first service and external contraceptive services. The social prescriber led a walking group for patients one day a week.

Processes were in place to promote patient’s independence and allow them control over their care and treatment. There were a number of initiatives in place to support this, including referrals and signposting to other services such as weight management services, and having external organisations on site to promote health and wellbeing such as a pop-up van to carry out health checks.

We saw no indication of any concern in this area.

We saw no indication of any concern 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. There were systems in place to support this, including the use of panic alarms and availability of emergency equipment. Staff had received training in basic life support and sepsis awareness.

Staff we spoke to told us that they felt respected and valued, and that managers were supportive. A staff satisfaction action plan had recently been created by leaders. Examples of actions to be taken included holding regular meetings between staff and senior leaders, celebrating staff achievement, and organising team building activities. At the time of this assessment the practice had introduced an employee of the month program, and other actions were in progress. The action plan also stated there would be monthly review meetings to evaluate progress and that staff surveys would be undertaken quarterly.

Policies were in place and these covered, for example, bullying and harassment, lone working, reasonable adjustments, and freedom to speak up. Staff were appropriately trained and were given monthly sessions of protected learning time which consisted of face-to-face training, staff wellbeing, and presentations from external speakers. The practice had a freedom to speak up guardian and staff knew who this was.