Manor Park Medical Practice

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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

During our assessment of this key question, staff understood and respected personal, cultural, social, and religious needs of patients.

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’s feedback showed they felt valued and respected as individuals and thought staff were friendly and helpful. The practice’s internal survey that surveyed 427 patients stated that 82% felt their healthcare professional was very good or good at treating them with care and concern.

Staff understood and respected personal, cultural, social, and religious needs of patients. Staff also told us they had successfully passed a confidentiality audit. Findings showed that patient information was not visible from the reception desk and computers were locked when unattended ensuring patient information was treated with respect at all times.

Staff displayed understanding and a non-judgmental attitude towards patients. During the onsite inspection, a patient was explaining their difficulties to the receptionist. The receptionist was professional whilst demonstrating a calm manner, directing the patient towards the most appropriate service.

Patient feedback from the GP patient survey showed that 90% felt their individual needs were accommodated for and feedback from the PPG showed they felt the care they received was specific to them.

Staff told us they understood people’s personal, cultural, social, and religious needs and tailored their care towards their needs. Staff told us about their carers policy, highlighting the additional support available if required such as flexible appointment times and information about support services. Staff also told us that they have had equality training to ensure everyone has access to the care and treatment they require regardless of their background.

Procedures are in place to ensure all patients are treated as individuals. For example, during the registration process, patients were able to record their preferred gender, name and title. Various GP appointment times are also available to reflect the different needs of each patient, alongside offering appointments on a Saturday for those who are unable to attend a GP appointment on a weekday.

Patients felt supported when making choices about their care, treatment and wellbeing. People also were able to make informed decisions with the help of the healthcare professionals.

The practice showed evidence of patients and their relatives being involved in end-of-life care discussions. Recommended summary plan for emergency care and treatment (RESPECT) templates were used to record patient wishes, including resuscitation. Examples of RESPECT forms were seen during the remote records review. There was no evidence seen of any discrimination when making so not attempt cardiopulmonary resuscitation (DNACPR) decisions.

The practice conducted an after-death audit to check if patients have died in their preferred place, to check that the death certificate had been issued on time and to check that a bereavement letter and offer of support had been given to bereaved families. GPs ensured that death certificates were issued promptly outside surgery hours for patients whose religion requires that the burial takes place within 48 hours of death.

The GP patient survey states that 90% of patients felt their needs were met. PPG members also agreed with this statement.

Staff told us they had processes to manage and monitor patients with long-term conditions. The practice had completed 80% of the diabetes reviews for the current year. The practice has a local diabetes specialist and access to specialist respiratory nurses to support patients with asthma and COPD. The practice maintains a palliative care register spreadsheet using the Gold Standards Framework (GSF) to identify patients nearing the end of life and needing more frequent reviews. The register is populated based on information from cancer care and long-term condition reviews as well as new cancer diagnoses identified from discharge letters.

Staff and leaders told us there is a monthly staff meeting to allow staff to raise concerns. An anonymised suggestions box has been implemented for staff to give feedback. All comments are discussed to establish what changes can be made. This has led to all staff getting an extra day’s paid leave on their birthday. Staff also told us they have access to a private healthcare scheme that provides cancer care, optician and dental care as well as access to mental health support and private specialists.

The practice fostered an open-door policy for staff to approach them and raise concerns. Staff felt supported and expressed that their thoughts were listened too. A staff survey was completed, enabling staff to a further opportunity to voice their thoughts. The practice told us they had not yet analysed the findings but will address in the next staff meeting.