The Hollies Surgery

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 did not rate this key question. At this assessment, we have rated the key question of caring as 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 service treated patients with kindness, empathy and compassion and respected their privacy and dignity.

Arrangements were in place to promote patients’ privacy. The 2025 National GP Patient Survey data reflected people felt listened to and were treated with kindness as 84 percent of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. However, only 75 percent of patients from the survey found the reception and administrative team at the GP helpful, which is seven percent lower than the local average. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

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.

Patient communication needs were met to enable them to be fully involved in their care. Results from the 2025 National GP Patient Survey showed that 93 percent of patients felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment.

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.

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 any discomfort, concern or distress. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. However, the system for appointment triage required improvement as feedback from people we spoke to suggested that people with immediate needs did not always have adequate access to services.

The service did not always promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Some staff members told us they did not feel valued by leaders. Leaders had not taken steps to recognise and meet the wellbeing needs of all staff members.