Bromleag Care Practice

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 found the service was providing caring care. Feedback from patients and care home workers suggested patients were treated with kindness, compassion, and dignity. There were policies and procedures to support staff at work.

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.

Feedback from care homes suggested patients were routinely treated with kindness, compassion and dignity by practice staff.

There were arrangements and systems in place to support staff to respond to people with specific health care needs such as end of life care and those who had mental health needs. This included training, awareness seminars and bulletins for specific staff groups. Staff supported patients to make decisions. Where appropriate, they assessed and recorded a patient’s mental capacity to make a decision.

The service provided a home visiting service to patients in residential homes. As a consequence, CQC did not undertake any observations of the way staff treated patients with dignity and compassion.

Care home staff told us patients were treated as individuals and treated with respect.

Staff understood patients’ personal, cultural, social, and religious needs. They displayed an understanding and non-judgmental attitude to all patients.

The service had policies and procedures in place to support individualised care. Staff at the service had undertaken training to ensure that they could provide the best service possible to patients.

Care home staff told us treatment was explained to patients and, where appropriate, their families so that patients could make informed decisions about the care received.

Staff helped patients be involved in decisions about their care, and communicated with patients in a way that they could understand. Staff involved patients and, where relevant, family members in care pathways.

Interpretation services were available for patients who did not have English as a first language. For patients who may not have capacity to make decisions in their own right, family members and other clinicians in the community were involved as appropriate.

Care home staff told us there were processes in place to ensure staff from the practice would attend in a timely manner where necessary.

Staff and leaders at the service told us that they would listen to, and wherever possible, meet the needs of patients in order to minimise discomfort, concern and distress.

Staff whom we spoke to said that they were supported by managers and leads at the service. They told us that the service was responsive to feedback in developing the service. Leaders at the service said they considered that further staffing might support staff in this regards, and they were currently reviewing ways in which more support might be provided.

The service had policies and procedures to support staff in their work. This included a “zero tolerance” procedure, and lone working for those staff who were seeing patients at a residential home.