Clifton Medical Centre

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 assessment, we rated this key question as requires improvement. At this assessment, the rating has changed to good.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider understood their patients, including their preferences, wishes, and backgrounds. However, results from the National GP Patient Survey 2025 regarding kindness, compassion and dignity were below local and national averages. For example, 88% of patients said they had confidence and trust in the healthcare professional they saw or spoke to during their last appointment compared to the local average of 91% and national average of 93% and 69% of respondents stated that during their last appointment, the healthcare professional was good at treating them with care and concern, compared to the local average of 82% and national average of 86% and 47% of respondents responded positively to the overall experience of their GP practice, which was below the local average of 71% and the national average of 75%.

Whilst some of the patient survey results were significantly lower than local and national averages, the practice had carried out their own survey in April and May 2025 and had an action plan in place with plans to review this again in December 2025. Results from their own patient survey demonstrated that 80% of patients said the healthcare professional was good at treating them with care and concern, 91% felt the reception and administration team were excellent or good and 78% felt their overall experience was excellent or good.

In addition, feedback in the Friends and Family Test (FFT) from people who used the service for August and September 2025, was positive. We found that 85% responded on the service they received as being either good or very good. A small number of people expressed negative views about getting an appointment.

There were processes in place to ensure information about patients was treated confidentially, and that their privacy was respected. Staff who acted as a chaperone were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination.

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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

National GP Patient Survey data reflected that people felt involved in decisions about their care. For example, 91% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable to the national average of 91%.

Carers were offered health checks and vaccinations and could be referred to the social prescriber for information and guidance on support available to them.

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

Staff helped patients and their carers to access advocacy and community-based services and could refer people to the social prescriber for information and guidance for the support available to them.

Data from the National GP patient survey showed that 88% of respondents stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This was slightly below the local average of 91% and the national average of 93%.

The service listened to and understood people’s needs, views and wishes. Staff we spoke with knew how to respond to patient’s immediate needs and how to recognise when urgent help or support was required, including the use of panic alarms and availability of emergency equipment. Staff received training in the use of emergency equipment and in basic life support.

Staff training ensured they were able to quickly recognise when people need urgent help or support. Same day appointments were available for patients who required immediate care. During our assessment, we discussed with the provider whether systems were in place to monitor call waiting times. We were informed that this metric was not currently being tracked

The practice staff we spoke to said they were happy, and colleagues were supportive. Staff gave examples of social events attended outside of the workplace. Staff said they could raise concerns. Flexible working options were available to support staff, including a range of shift patterns and part time hours. These arrangements helped maintain a balanced workforce and supported staff across the service.