Cranford Medical 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 the quality statements from this key question. Our rating for this key question remains good. We found staff treated people with kindness, compassion and dignity.

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 percentage of respondents to the GP patient survey who stated that during their last GP appointment they had confidence and trust in the healthcare professional they saw or spoke to was in line with England averages. The percentage of respondents to the GP patient survey 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 in line with England averages.

Staff understood the needs of the patient population and were able to provide care and treatment that met people’s needs. Staff understood and respected the personal, cultural, social, and religious needs of people. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition.

The reception area was designed to provide confidentiality. A private room was available if people were distressed or wanted to speak to staff in confidence. We observed staff treating people with kindness and respect. The waiting area was designed so conversations between people and staff at the reception area could not be overheard. During the site visit, we noticed that consultations could be seen and heard from outside the practice because windows were open and there were no privacy blinds. Following the assessment, the practice sent us evidence that they were addressing the privacy concerns.

The percentage of respondents to the GP patient survey 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 in line with England averages.

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

People’s medical records were personalised, and care and treatment was person-centred. People’s wishes were recorded on their care record. There was a process in place to share these records with other local healthcare professionals. The service carried out its own patient survey, monitored this for themes and took action depending on the nature of the concern.

People we spoke to had no concerns relating to independence, choice and control.

Staff told us they encouraged people to make choices and remain in control of their care and treatment. Staff respected the choices and decisions people made.

People could access information in the practice and on the website to support them to make healthier choices.

People we spoke to told us that sometimes they experienced difficulties accessing appointments and seeing a GP of choice. However, the clinical triage system ensured any immediate needs were dealt with.

Leaders told us they regularly reviewed staffing to ensure there were enough clinicians to meet the needs of people. Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs.

Staff told us they were supported by leaders and could approach them for advice, guidance or to raise concerns. Staff were supported with professional development and career progression.

Regular staff meetings supported staff wellbeing. Annual appraisals provided staff with the opportunity to raise any concerns with their wellbeing.