How We Treat You

How The Grove Medical centre ensures that people are treated with kindness, respect and compassion, and that they are given emotional support when needed.

  • staff understand and respect the personal, cultural, social and religious needs of people and how these may relate to care needs, and do they take these into account in the way they deliver services. Is this information recorded and shared with other services or providers?
  • GMC staff take the time to interact with people who use the service and those close to them in a respectful and considerate way.
  • GMC staff show an encouraging, sensitive and supportive attitude to people who use services and those close to them.
  • GMC staff raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes.
  • staff understand the impact that a person’s care, treatment or condition will have on their wellbeing and on those close to them, both emotionally and socially.
  • Patients are given appropriate and timely support and information to cope emotionally with their care, treatment or condition. Patients are advised how to find other support services.

How does the service support people to express their views and be actively involved in making decisions about their care, treatment and support as far as possible?

  • GMC staff communicate with people so that they understand their care, treatment and condition and any advice given.
  • GMC staff seek accessible ways to communicate with people when their protected equality or other characteristics make this necessary.
  • GMC staff make sure that people who use services and those close to them are able to find further information, including community and advocacy services, or ask questions about their care and treatment.How are they supported to access these.
  •  Are people empowered and supported, where necessary, to use and link with support networks and advocacy, so that it will have a positive impact on their health, care and wellbeing?
  • GMC staff routinely involve people who use services and those close to them (including carers and dependants) in planning and making shared decisions about their care and treatment. Do people feel listened to, respected and have their views considered.
  • Patients carers, advocates and representatives, including family members and friends, identified, welcomed and treated as important partners in the delivery of their care.
  • What emotional support and information is provided to those close to people who use services, including carers, family and dependants.