The Belgrave 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 in July 2023, we rated this key question as good.

At this assessment, the rating remains the same because we found no issues with how people were treated with dignity, respect, kindness and how their needs were responded to.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Arrangements were in place to promote patients’ privacy. National GP Patient Survey 2025 data reflected people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency and Fraser guidelines. People who were considered vulnerable were supported across a multidisciplinary team.

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; interpreting services were available for those who needed them.

The service promoted people’s independence, so people knew their rights, had choice, control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services. For example, there were 2 patients on the practice register who had hearing impairment and they were supported according to their needs to access 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. 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. There was always a duty doctor to provide support to the staff and the patients.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources. For example, the service conducted a staff survey when our assessment was announced and it was identified that workload was not always manageable. It also identified that the workflow efficiency and task allocation and concerns raised with office furniture needed to be addressed. However, there was no timeframe for the completion of the actions and who was responsible for the monitoring of the actions for effectiveness. The service informed us that there would be an implementation of staff suggestion box for the future to encourage staff to give feedback. Following the site visit, the practice sent us an updated staff survey with timeframe of the recommended action plans and who was responsible for monitoring the effectiveness of the actions.