Camphill Health Centre

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

Data from the most recent national GP patient survey published in July 2023 showed patients rated the practice below local and national averages for having confidence and trust in the healthcare professional they saw at their last appointment, feeling involved in their care and treatment and overall experience. Feedback from patients we spoke with about their care and treatment was positive. Staff treated patients with kindness and respect and maintained patient and information confidentiality. Staff were motivated and inspired to offer kind and compassionate care and worked to overcome obstacles to achieve this. We observed a strong patient- centred culture. Patients were treated as individuals and care was tailored to their needs, including those with complex medical needs.

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 results of the most recent GP Patient Survey (undertaken between 01/01/2023 and 30/04/2023) showed the practice performance for the percentage of respondents who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at treating them with care and concern was 71.1%, compared to the national average of 83.8%. Patients told us staff were compassionate and treated them with kindness. The majority of patients we spoke with stated their privacy and dignity was respected and they had faith the information held about them was treated confidentially. An in-house survey undertaken in April 2024 demonstrated improvement in patient satisfaction. For example, of the 100 responses received, 84% stated they rated the helpfulness of the reception staff as good, very good or excellent. 81% were positive about the GP making them feel at ease. 83% said the GP was good at showing care and compassion.

Leaders and staff spoke positively about their desire to demonstrate kindness and compassion when supporting patients. They understood the importance of maintaining patient’s dignity. Leaders were aware of the results of the national GP patient survey and had made improvements as a result. Leaders also spoke positively about working with other service providers within their Primary Care Network (PCN) to provide appropriate support for the wider patient population.

Staff displayed understanding and a non-judgemental attitude towards patients. We observed a culture of kindness and respect between colleagues and towards patients. Staff communicated with patients in a way that helped them to understand their care, treatment and condition, and any advice given. A private room was available if patients were distressed or wanted to discuss sensitive issues. There were arrangements to ensure confidentiality at the reception desk.

The results of the most recent national GP patient survey (01/01/2023 to 30/04/2023) showed the percentage of respondents who stated that during their last GP appointment they were involved as much as they wanted to be in decisions about their care and treatment was 78.7%, compared to the national average of 90.3%. Patients we spoke with were largely positive about the approach of the clinicians and none expressed concerns about not feeling involved in their care or being treated as individuals. Results of an in-house patient survey undertaken April 2024, showed 80% rated the service as good, very good or excellent for involving them in decisions about their care with 10% rating the service as fair.

Staff understood and respected the personal, cultural, social and religious needs of patients. Leaders were able to provide multiple examples of how they worked to support their patient population which included patients living in high levels of social and financial deprivation. Staff and leaders demonstrated a clear understanding of the individual needs of patients and were able to describe adjustments made when necessary to support these needs.

Systems and processes had been developed and implemented effectively to provide tailored care and support for patients. This included provisions to support patient’s cultural, social and physical needs. Multi-disciplinary meetings and cross organisational working helped support vulnerable patients. This included those requiring end of life care, carers, patients with mental health concerns 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 equality and diversity training and training on learning disability and autism.

The results of the most recent GP Patient Survey (01/01/2023 to 30/04/2023) showed the practice performance was below national averages for the percentage of respondents who stated that during their last GP appointment they had confidence and trust in the healthcare professional they saw or spoke to (81.2% compared to the national average of 93%). None of the patients we spoke with expressed any concerns relating to confidence or trust. As part of an in-house patient survey undertaken in April 2024, the practice asked if they were allowed time to discuss their concerns. Results showed 74% rated the service as good, very good or excellent. The survey also asked patients how important it was to them to have the choice of a male or female doctor. 25% of patient felt this was important.

Staff and leaders demonstrated a supportive approach to ensuring patients were empowered to be involved in their care and treatment.

Patients were supported to have choice and control over their own care and make decisions about their care, treatment and wellbeing. For example, patients were able to book appointments with a variety of clinical staff, including GPs, nurses and the advanced clinical practitioner. 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 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.

The results of the most recent GP Patient Survey (undertaken between 01/01/2023 and 30/04/2023), showed the percentage of respondents who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them was 76.7%, compared to the national average of 85%. Patients we spoke with expressed they were able to access urgent help if needed.

Patients were given appropriate and timely information to cope emotionally with their care, treatment or condition. Leaders and staff were able to describe systems in place to support patients requiring urgent care or assistance. Leaders ensured that appropriate staff were always available throughout the day to support patients in case of an emergency. Leaders were keen to ensure that people were engaged in discussions about their immediate needs, to support the practice to respond in the most appropriate way. The practice had developed good working relationships with its patients, the wider local community and other stakeholders. Staff and managers worked to deliver and adapt their service to ensure it continued to meet the needs of its patients. At the time of our assessment, the practice was actively trying to recruit members to join its patient participation group (PPG).

Feedback from staff was positive. Staff reported a good working environment and a positive culture. Staff described leaders and managers as approachable and supportive and said they felt comfortable in raising any concerns without fear of retribution. Staff were positive in their reflections of working at the practice and the leadership team’s approach to learning and improvement. Leaders demonstrated a commitment to staff wellbeing and aligned the satisfaction of staff closely to the quality of service delivery.

Staff were encouraged to provide feedback both through a schedule of regular team meetings and on an ad hoc basis. Staff had protected time for learning and development and received regular appraisals, one to ones, coaching and mentoring, clinical supervision and revalidation. They were supported to meet the requirements of professional revalidation. Staff rotas were maintained and efforts made to ensure appropriate staffing levels to support adequate work breaks. There was adequate provision for rest areas and staff facilities. There was a Freedom to Speak Up Guardian and staff were encouraged to raise concerns and report when things went wrong so that action could be taken.