Alrewas Surgery

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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with professionalism, kindness and respect. Feedback from patients showed patients were treated as individuals and patients were supported in their choices. We observed staff interactions with patients and found that staff were polite and respectful. Staff were able to give examples of when they had responded to patient’s immediate needs. The latest GP National Patient Survey 2024 data found 93% of respondents said the healthcare professional was good at treating them with care and concern, which was higher when compared with the ICS average of, 87% and National average of, 85%. Arrangements were in place to promote patients’ privacy. Staff who chaperoned had completed chaperone training and were aware of their role and responsibilities when providing this service. National GP Patient Survey data reflected people felt listened to and were treated with kindness.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. There was a policy in place to provide support and guidance to staff supporting bereaved relatives. Patients had access to the practice Care Coordinator who provided local support, guidance and signposting. Staff could also refer patients to the Primary Care Network Social prescriber for additional support.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

National GP Survey 2024 practice results showed that 97% of respondents said they were involved as much as they wanted to be in decisions about their care and treatment, when compared with ICS and the National average of, 91%. Staff helped patients and their carers to access advocacy and community-based services. End of life care was delivered in a coordinated way which took into account the needs of those whose circumstances may make them vulnerable. There were systems in place to support a multi-disciplinary approach in the co-ordination of care for patients who received end of life care.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system which included clinical triage for appointments that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Staff told us palliative care patients had access to a direct telephone line to the practice in order that requests could be actioned promptly to support them and their families, such as anticipatory medicines and cancer care support. The Care Co-Coordinator was a point of contact for support and signposting. The practice with their Patient Participation Group PPG) support held a Macmillan Coffee morning in 2024 and had raised £457.80 to support the charity.

The latest national GP patient survey results showed that 99% of patients had confidence and trust in the last healthcare professional they saw or spoke to, when compared with the integrated Care System (ICS) average of, 93% and the national average of, 92%. We spoke with a representative of a care home where the practice provided care and treatment. They told us if they were concerned about the health of a person living in the home the practice were responsive to people’s needs.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work. We saw team building events such as at practice learning days were well established within the practice. Staff told us their health and wellbeing was considered, promoted, and supported by leaders. Social events were organised by the practice team and staff described the practice as a sociable place to work.