Rochester Road Surgery Also known as Dr Jawad Ahmad Saad

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.

This is the first assessment for this service since its registration with CQC. This key question has been rated as good.

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 kindness and respect.

During our onsite visit, we observed staff treated people in a kind manner, with empathy and compassion.

Arrangements were in place to promote people’s privacy. For example, if someone wished to discuss something in private, staff could offer a separate room to ensure conversations were held confidentially.

National GP Patient Survey data (2026) reflected people felt listened to and were treated with kindness. For example, 90% of respondents felt healthcare professionals were good at listening to them, which was above the national average of 87%. Further, 92% of respondents reported healthcare professionals were good at treating them with care and concern, which was above the national average of 86%; and 97% reported they had confidence and trust in the healthcare professionals, against the national average of 92%.

We also reviewed feedback the service had received directly from people. Comments highlighted that staff and clinicians listened to people and showed empathy.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s abilities, culture and protected characteristics.

People’s personal, cultural, social, religious and equality characteristics needs were understood and met. Communication needs were met to enable them to be fully involved in their care.

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

Results from the National GP Patient Survey (2026) showed that 91% of respondents said they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was in line with the national average of 91%.

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 discomfort, concern or distress.

There was a system for appointment triage 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.

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

Staff told us they felt valued, respected and supported by leaders. They spoke positively about the wellbeing measures available within the service, including flexible working arrangements and phased return to work plans. Staff said these measures helped them manage their health and wellbeing.