The Jersey 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 service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment in April 2016, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 65 (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 data (2025 results) reflected people felt listened to and were treated with kindness. However, survey collated by the local Healthwatch in the London Borough of Hounslow showed there were concerns with staff attitude and communication with patients.

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 culture and unique backgrounds and protected characteristics. However, staff were not trained to support autistic people and people with a learning disability from our review of staff training records.

The service promoted people’s independence, so people know their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients 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 by a system of appointment triage that enabled people with immediate needs to access services. Staff we spoke to showed an understanding of the actions to take in an emergency and the process for referrals to additional services that may be required by people.

The service cared about and promoted the wellbeing of their staff and supported them to always deliver person-centred care. Staff told us they were happy to work at the service and had support from the leaders. Leaders conducted staff surveys to gain insight into staff wellbeing. However, there was no action plan completed for the feedback where staff disagreed or were neutral in their responses to the survey questions. There was no opportunity for the staff to complete the survey anonymously to obtain constructive feedback to improve the staff wellbeing at the service. We requested a completed action plan based on the staff survey but the service did not provide it.