Wheal Northey Also known as Wheal Northey Site

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 remains good. Staff treated people with kindness, respect and compassion. Feedback from people was mixed 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.

Prior to this assessment, some people told us they had experienced rude reception staff. However, responders to the GP Patient Survey found reception and admin staff helpful.

Staff were aware of the needs of the patient population and were able to offer a holistic approach to support them. Staff displayed understanding and a non-judgemental attitude towards people. 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. Leaders told us if they received a complaint about a member of staff, they would investigate it and take appropriate action.

There were arrangements to ensure confidentiality in reception areas. For example, although space was limited, a private area was available at Wheal Northey if people were distressed or wanted to speak to reception staff in confidence. Staff treated people with kindness and respect.

The GP Patient Survey reported people felt listened to by healthcare professionals at the practice and felt involved with their care.

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

Patient records were personal, and care and treatment was person-centred. People’s wishes were recorded on their care record. There was a process to share electronic care records with other local health and care professionals where required. The practice carried out its own patient survey, monitored this for reoccurring themes and acted depending on the nature of the concern.

People had no specific feedback in this area.

Staff had completed training to support and promote independence. Staff told us they gave people information and supported them to make informed choices. Staff respected the choices and decisions people made.

The practice displayed posters and leaflets containing information to support people to make healthier choices. The practice website detailed how to access information in alternative formats (such as large print, easy read, audio recording or braille) and all sites have disabled access and hearing loops.

Some people told us they experienced difficulties when trying to access appointments by phone. The GP Patient Survey also identified this as an issue.

Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs. Leaders told us they regularly reviewed staffing to ensure there were enough clinicians to meet the needs of people. Staff and leaders told us they felt having an urgent care team to deal with requests for urgent appointments ensured people got seen as soon as possible. Leaders told us they are exploring options to improve phone access.

Staff were positive about working at the practice. They felt supported by colleagues and leaders both professionally and personally.

The practice had a staff group where they could discuss any issues, which were then raised anonymously with the leadership team. A health and wellbeing practitioner at the practice supported staff as well as patients. For example, they delivered a wellness session at a recent staff training day.