Victoria 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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

At our last assessment, we rated this key question as good. At this assessment, the rating remains 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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey published in 2025, data reflected people felt listened to and were treated with kindness. 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 included 82% of people reported that healthcare professionals treated them with care and concern. This compared to the local average of 88% and national average of 86%.

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’s 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 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.

Results from the national GP patient survey included 84% of people who use the service were positive about the helpfulness of the reception and administrative team. This was comparable to local and national results.

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.

Some staff told us they felt valued by their colleagues, manager and leaders whilst others reported difficulties feeling unseen and heard. Leaders had actively engaged with staff to identify, assess, support and meet the wellbeing needs of staff. Staff had access to necessary resources and facilities for safe working. Staff told us the practice had introduced ergonomic equipment to meet their individual needs and improve their working environment.

Staff reported being supported if they were struggling at work. Staff told us they had appreciated the support of management offering additional support and providing staff with phased returns after periods of absence.