Graham Road Surgery

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 all quality statements in the caring key question. Our rating for this key question is now good. Staff treated patients with kindness, respect and compassion. Feedback from patients was positive about the way staff treated people.

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.

People felt listened to and healthcare professionals were good at treating them with care and concern.

Staff understood their patient population and were able to offer a holistic approach to support them. Staff understood and respected the personal, cultural, social and religious needs of patients. Appropriate and timely information was given to patients to cope emotionally with their care, treatment or condition. Staff displayed understanding and a non-judgemental attitude towards patients.

A private room was available if patients were distressed or wanted to discuss sensitive issues when speaking to reception staff. There were arrangements to ensure confidentiality at the reception desk. Staff treated people with kindness and respect.

People felt listened to and treated as an individual.

Staff gave patients time and space to explain their symptoms and offered person-centred treatment. Staff understood and respected the personal, cultural, social and religious needs of patients.

Patient records were personal, and care and treatment was tailored to the individual. People’s wishes were recorded on their care record. There was a process in place to share these records with other local health and care professionals. The practice carried out its own patient survey/patient feedback exercises, monitored this for reoccurring themes and took action depending on the nature of the concern.

We received no specific feedback in this area.

Staff had completed training to support and promote independence. Staff respected the choices and decisions patients made.

The practice displayed posters and leaflets containing information to support patients to make healthier choices. The practice website detailed how to access information in alternative formats (such as large print or easy read) and how to request support to attend appointments (such as translation services or sign language interpreters).

Some people experienced difficulties when trying to access appointments. Those digitally excluded encountered problems when trying to book an appointment.

Leaders had reviewed staffing to ensure there were enough clinicians to meet the needs of patients. A recent incident affected the IT system, and the practice could only carry out limited services for 1 day. In the following days, the practice increased the number of clinicians on the rota to meet the temporary increase in patient demand.

Staff felt well supported by leaders and could approach them at any time for advice and guidance. Staff were supported by leaders during times of personal circumstances which sometimes resulted in time away from the business. Leaders were very conscious of staff wellbeing.

Regular team meetings gave staff a space to raise any concerns. Recently, there had been a high turnover of staff and leaders had taken steps to carry out exit interviews to understand why staff were leaving and if anything could be done to retain them. This resulted in a reduction in staff resignations and 1 member of staff had returned after briefly leaving.