Clare House

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 have rated the practice as Outstanding for providing caring services because: Patient feedback from national surveys was consistently at or above expected outcomes since the previous inspection when were rated this key question as Outstanding. People who used the service considered they were treated with dignity and respect. Feedback received from people who used the service was consistently positive and comments included staff supporting people; taking time to explain procedures; and were responsive to individual needs.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Patient feedback we received included that patients considered they were treated with kindness and respect and consulted about care and treatment. Data from the national GP survey (01/01/2023 to 30/04/2023) showed: A total of 85.3% of patients who responded positively to the overall experience of their GP practice compared with the expected outcome of 71.3%. (no statistical variation) A total of 91.8% of respondents said that the healthcare professional at their last appointment was good or very good at treating them with care or concern compared with the expected outcome of 83.8%. ( no statistical variation) A total of 94.8% of respondents said that the last time they had an appointment the healthcare professional was good at very good at listening to them compared with the expected outcome of 85%. (positive variation). A total of 98.8% of respondents had confidence and trust in the healthcare professional they saw or spoke to compared with the expected outcome of 93%. (positive variation).

Staff had been trained as chaperones and understood their role in supporting people.

Chaperone notices were displayed in consulting rooms and the waiting area. Arrangements could be made for people to speak with a receptionist or member of staff in private, away from the reception desks. During the site visit we saw staff treating people with kindness and respect. Consulting rooms were closed during appointments to promote privacy and clinic rooms had lockable doors and privacy curtains.

Feedback from people who used the service showed that they were treated as individuals and were involved in their care and treatment. Comments included that clinicians allowed time for discussion and individual needs were taken into account when determining appropriate care.

Staff were aware of providing care and treatment in a manner that would be understood by patients. Staff gave examples of how they supported patients to meet their needs, such as ensuring an advocate was present in a consultation to support a patient.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. All staff had received training on equality and diversity and were aware of those people who needed extra support or reasonable adjustments. Longer appointments were available if to allow time for vulnerable patients or those with specific communication needs.

Patients considered that they were involved in decision making and were listened to. A total of 98.7% of patients stated that during their last GP appointment they were involved as much as they wanted to be in decisions about their care and treatment compared to the expected outcome of 90.3%.(positive variation) Feedback we received from patients showed that they were provided with sufficient information to make decision about their care and treatment.

Social prescribers worked closely with the social prescribing team to support people’s independence through various programme including access to health coaching support with lifestyle choices and in making necessary referrals and signposting to other services such as food banks, housing, finances and benefit agencies.

There were systems and processes in place for referral of patients to various services in the community to support improved health and general well-being. This included referrals to services such as social prescribing and specialist services for people with learning disability, mental health and long term conditions.

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 were positive about working at the practice. The team met each morning for daily huddles where patient care was discussed, in addition support was provided with any other issues which might affect staff members, such as workload. Feedback from staff questionnaires included comments that the practice away days always included a 'fun' team activity, which helped promote team building and bonding. Several staff expressed they enjoyed working in the practice, felt supported and were part of a cohesive team. New team members were able to shadow more experienced staff as part of their induction. Staff reported having a positive work/life balance.

There was a focused approach to staff wellbeing and the provider had worked on improving communication methods with staff in response to their feedback. Wellbeing sessions were part of practice afternoons and included activities such as yoga sessions. Staff birthdays were celebrated and fundraising for local charities took place regularly, with several staff members participating in activities to raise funds, such as growing a moustache for Movember.