Dr Skinner - Milson Road Health Centre

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• 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 inspection 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.

Through observation, feedback to CQC and Friends and Family Test (FFT) compliments we found staff 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. 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. Results from the National GP Patient Survey 2025 showed the service were performing below England averages for the 3 of 4 indicators relating to the caring aspects of the service:

The percentage of respondents to the GP patient survey who responded positively to the overall experience of their GP practice was 76.2% compared to the England average of 75.4%.

The percentage of respondents to the GP Patient Survey who stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them was 78.9% compared to the England average of 86.9%.

The percentage of respondents to the GP Patient Survey who stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern was 76.3% compared to the England average of 85.6%.

The percentage of respondents to the GP patient survey who stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to was 83.9% compared to the England average of 92.5%.

We saw evidence that the service had reviewed the results and agreed action points with timeframes for completion to improve people’s experience.

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.

Results from the National GP Patient Survey 2025 showed the service was below England average for:

The percentage of respondents to the GP patient survey who stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment was 77.9% compared to the England average of 91.2%.

We saw evidence that a clinical peer review session had been conducted to share best practice on active listening, shared decision making and safety netting language to improve people’s involvement in decisions about care and treatment.

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.

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 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 and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice. We saw that staff were given birthday leave and regular health and wellbeing temperature checks.