Knightwick Surgery Also known as Drs Bywater, Salter & Hinton

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 looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection, we rated this key question as good. At this assessment, the rating remains the same.

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 practice treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff spoke positively about how they worked together to ensure patients were at the forefront of everything they did. National GP Patient Survey data and feedback we received from staff and patients reflected this. 98% of the respondents to the National GP Patient Survey stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them. This was better than the local and national averages. Patients told us they were treated with kindness and staff were very supportive when they spoke about their concerns.

The practice treated patients as individuals and made sure patients care, support and treatment met patients’ needs and preferences. This included provisions to identify and support carers. Staff treated patients as individuals and were able to describe adjustments they made to enable them to be fully involved in their care. Results from the National GP Patient Survey showed that 99% of patients felt involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was above local and national average.

The practice promoted patients’ independence and supported them to make decisions about their care, treatment and wellbeing. They provided patients with information and guidance to enable them to make informed decisions about their care. This was reflected in the positive feedback we received from patients who told us they felt supported when making choices about their care, treatment and wellbeing.

The practice listened to and understood patients’ needs, views and wishes. Staff received appropriate training to recognise when urgent help or support was required. Staff prioritised patients’ needs and were knowledgeable about referral pathways for emergency support. There was a system for appointment triage that ensured patients with immediate needs had access to services. Patients told us they received prompt appointments, and the practice responded to their needs in the moment to minimise any concern or distress.

The practice cared about and promoted the wellbeing of their staff and supported them to deliver person-centred care. Staff were encouraged to provide feedback, raise concerns and suggests ways in which improvements could be made. The practice had participated in a staff wellbeing survey which resulted in changes including improved seating area for staff breaks and employing a new dispensary staff member. Staff were positive about the changes and felt supported and valued by leaders.