Old Road Medical Practice

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 practice involved people and treated them with compassion, kindness, dignity, and respect. 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.

People who provided feedback had no concerns in this area, they told us practice staff treated them with kindness, empathy, and respected their privacy and dignity.

We reviewed indicators in the National GP Patient Survey data, published in July 2025. The practice percentages showed no statistical variation from the England average for all 4 indicators that related to kindness, compassion, and dignity.

We saw staff were supportive and helpful with people at the reception desk and when communicating with people on the telephone. Notices were displayed to inform people that a private room was available if they wanted to discuss a sensitive issue or if people were distressed.

Clinical rooms had privacy curtains and had chaperone notices on the treatment and clinical room doors.

The practice treated people as individuals ensuring people’s care, support and treatment met their needs and preferences. Staff told us they considered people’s mobility, culture and unique backgrounds, and any protected characteristics.

We reviewed the National GP Patient Survey data, published in July 2025. The indicator for people being involved as much as they wanted to be in decisions about their care and treatment showed no statistical variation against the England average. The feedback we received from people using the practice was positive in this area.

Staff and leaders told us how they recorded people’s individual needs and preferences to ensure these were reflected in their care, treatment, and support. Staff had undertaken specific e-learning training to improve their knowledge and understanding of equality, diversity, learning disability, and autism awareness.

Arrangements were in place to identify and support people who were digitally excluded. For example, people without access to a computer or smart phone could phone the practice and the receptionists would register them on the online booking system to get them an appointment.

The practice respected people’s independence, encouraging choice and control over their own care, treatment, and wellbeing. We received positive feedback from people that staff considered their needs and choices during care and treatment. This included people’s carers being involved to support decisions.
Information was available in the practice and on the practice website which advised people how to access a range of support services and organisations.

People who provided feedback for this assessment had no concerns in this area.

Care home representatives told us they were able to obtain support to meet people’s immediate needs.

Staff knew how to respond to people’s immediate needs and how to recognise when urgent help or support was required. Staff told us about systems in place to support this which included signage, guidance, training on sepsis, the use of panic alarms, and the availability of emergency medicines and equipment. The practice had a duty GP available daily to review urgent requests for advice and support, as necessary.

Staff we spoke with knew the process to refer people for emergency support, including mental health crisis teams.

The practice leaders cared and supported staff wellbeing, this enabled staff to deliver person-centred care.

The staff we spoke with were positive about working at the practice and told us they felt valued by the management and clinical leaders.