Studholme Medical Centre

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same. We reviewed 2 quality statements in the Caring key question – Kindness, compassion and dignity and Workforce wellbeing and enablement. The scores for the other quality statements are based on the previous rating for this key question.

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.

Results from the National GP Patient Survey showed results in line with national averages. Patient feedback from the National GP Patient Survey showed that 86% of patients said the last time they had a general practice appointment, the healthcare professional was good or very good at treating them with care and concern. The national average was 84%. The National GP Patient Survey showed that 85% of patients said the healthcare professional was good or very good at listening to them. The national average was 85%. The National GP Patient Survey showed that 97% of patients said they had confidence and trust in the healthcare professional they saw or spoke to. The national average was 93%. We received feedback from 91 patients. Many people told us that staff, were friendly, kind and helpful, with some giving examples where they felt staff had made extra efforts to help them. We also received some comments telling us that reception staff were not always welcoming and they felt both reception staff and doctors had dismissed their concerns. The provider was acting on this feedback.

Staff told us that they treated patients with empathy and were able to speak to people in a quiet space or private room if appropriate. Staff also described how they supported patients, for example offering to guide people with sight loss both within the practice but also across the busy road outside the practice. Staff described adjustments for patients who found the reception area overwhelming, providing a quiet space for them to wait or going to let them know when the clinician was ready to see them if they preferred to wait in their car. Staff also described systems that alerted them to patients who may need additional support or adjustments, for example people who used wheelchairs being seen on the ground floor. Leaders in the service were disappointed that some patients had provided feedback to us that they felt doctors were sometimes dismissive and did not feel this reflected their service.

We observed interactions between people who used the service and reception staff both in person and over the telephone. We found that staff were polite and professional, despite an unexpected staff shortage due to staff sickness on the day of our unannounced site visit.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff told us that they felt well supported by managers and GP partners and described working well together as a team. They also told us that managers and clinicians were approachable, and they would be confident discussing personal or work-related concerns.

Leaders in the service told us they encouraged staff to raise concerns and suggest ways in which improvements could be made. For example, staff told us they felt their work environment had improved since barriers between their desks had been removed and appointments within GP clinics had been restructured. Staff told us they felt confident that leaders in the service would resolves issues when they arose.