Hodford Road 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 under the previous provider, we rated this key question as Good. At this assessment, the rating has remained the same.

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.

The latest national GP Patient Survey 2025 for this practice received 109 responses out of 512 surveys sent out. Of those, 94% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was above the local average of 72% and national average of 74%. Additionally, 89% of respondents found the reception and administrative team at practice helpful. This was above the local average of 80% and national average of 83%. Patients we spoke with on-site confirmed they were treated with privacy and dignity and described staff as helpful and cooperative. Staff took measures to ensure privacy when speaking to patients. During our assessment, we observed the reception area and did not overhear any personal information being shared.

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. The practice employed staff who spoke multiple languages and had leaflets available in multiple languages in the waiting room.

Results from the latest national GP patient survey showed that 92% of respondents felt the healthcare professional they saw had all the information they needed during their last general practice appointment. This was similar to the local average of 91% and national average of 92%.

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 latest national GP survey showed that 88% of respondents said the healthcare professional they saw or spoke to was good considering their mental wellbeing during their last general practice appointment. This was above the local average of 72% and national average of 74%.

Signage in braille was available in consultation rooms and the practice printed information in other languages where appropriate. Patients we spoke to during our assessment said they felt involved in their care and treatment and care options were discussed.

Staff helped patients and their carers to access advocacy and community-based services with support from a social prescriber.

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. This allowed patients to submit consultation requests online or by telephone, enabling clinical staff to prioritise care based on urgency. Staff we spoke with had care navigation training and knew the process for referral to emergency support, including mental health crisis teams.

The latest national GP survey found that 91% of respondents knew what the next step would be after contacting the practice, above the local average of 82% and national average of 83%. Additionally, 96% of respondents knew what the next step would be within two days of making contact. This was above the local average of 92% and national average of 93%.

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 well supported by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and opportunities for further training and development. Staff were involved in operational decisions and described an environment where open communication was encouraged.

Leaders actively sought and responded to staff feedback to enable more effective working practices. For example, concerns raised by staff about triage, escalation and workload were reviewed and changes were made to triage processes with clearer clinical support, improving staff confidence and reducing pressure on clinicians.