Russell Street Group 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

We assessed 3 quality statements from this key question. We found patient feedback was comparable to local and national averages for several aspects of care. Feedback indicated patients were treated with compassion, dignity and respect. They described staff as being friendly, caring and helpful. Support was available at the practice and externally for those suffering bereavement or that had caring responsibilities for others.

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 national GP Patient Survey data regarding kindness and compassion showed the practice results were in line with local and national averages. For example, the percentage of respondents who responded positively to how staff treated them with care and concern was 77% and this was comparable to the local average (85%) and national average (84%). The patient we spoke to during the site visit and patients we received feedback from, described different examples of how staff were kind and compassionate. This included examples of kindness from the reception team, nursing team and the GPs.

Practice staff told us how they supported patients and their families. Through our discussions it was clear staff understood and respected the personal, cultural, social and religious needs of patients. Staff also described a recent change in how they reviewed care and support following a patient bereavement. All families who had suffered a bereavement were invited to provide their feedback in terms of care, compassion and dignity provided by the practice when a registered patient had died.

We observed members of staff were courteous and helpful to patients attending appointments and contacting the practice on the telephone. We heard staff took time to ensure patients understood the advice they had been given, and in several examples the referral process to other services where this was needed. We saw the practice website included information to support patients with a range of articles which included bereavement, caring for people, elderly care and domestic abuse.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

Patients we spoke to and received feedback from during the assessment, told us that they felt involved in decision making about the care and treatment they received. They also told us how the practice had responded to their changing needs at different moments in time. Feedback from the local care homes was positive and told us the GPs responded in a timely manner to meet the needs of the residents.

Leaders and staff told us people’s needs, views and wishes were a priority and said they would assess patients needs and respond appropriately based on relevant guidance.

Staff and leaders highlighted the significant amount of changes within the practice over the last year had created a period of instability. As a result, staff told us they had not been fully supported by the leaders and they were unable to contribute to decision making during this period. However, staff also told us recent recruitments, specifically the new practice manager had started to make an impact and workforce wellbeing had started to improve across the 3 sites.

The provider could not provide any evidence or information which demonstrated they promoted or supported workforce wellbeing and enablement. However, leaders told us they hoped to introduce staff feedback surveys in the future.