360 Care - Cromwell Primary Care 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

We assessed all 5 quality statements in Caring and rated it as good. Feedback from people who had used the service was very positive. They described the staff and service as excellent, professional, respectful and friendly.

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 who used this service described this service as ‘excellent’, ‘amazing’ and ‘friendly’, one described it as a ‘breath of fresh air it was so good’.

Staff were proud of their service and told us they enjoyed working there.

The ICB monitored patient experience and outcomes as part of the contractual agreement with the service provider. We heard that meetings with them had been professional, and they had been pro-active in working in an integrated way.

We saw staff treating people with dignity and respect Staff checked the identification of the person, introduced themselves and explained what the procedure entailed, along with answering any questions.

We heard about a person who received treatment who had complex communication needs, which was raised by the GP in the referral form. The service provided an interpreter for this person who communicated through touch to enable the person who accessed the service and have their communication needs met.

Staff told us that they highlighted if people needed any further support, and they could access interpreting services for people who required it.

We observed people in the clinic being greeted in a friendly manner, by name and explaining what to expect from their appointment.

There were clear processes in place to highlight to the clinic staff where additional support may be required.

People were happy with the appointments they received and were able to change them if required.

Leaders told us how the booking system was set up and that people had access to a preferred sonographer for intimate scans.

Clinics were scheduled in advance allowing people to have a choice of appointment where required.

People said that they were reassured and made to feel comfortable. They told us that appointments were on time, at a time and day that suited them. One person said, ‘The Cromwell Primary Care Centre was spacious, and I was greeted at the door and told where to wait.’ ‘The nurse was kind and thoughtful, the consultant was very good at making me feel relaxed’

The service told us about the chaperone training, and the expectations of the chaperone in the clinic, which was to ensure the person was comfortable, privacy and dignity maintained and to raise any concerns.

We observed people being welcomed to the clinic and staff ensuring they were comfortable.

Service leads told us there was a staff survey in place. As a result of feedback from the survey we heard of changes that were implemented, such as staff were given greater autonomy to manage their own rota. Staff liked this and they could move shifts around where required considering the needs of the service.

The service had systems in place to manage sickness with access to external human resource services as required, however as the sickness rate was so low they had not had to use it.