Hightown Village 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. This is the first assessment 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.

Arrangements were in place to promote patients’ privacy. For example, the waiting area was not directly near the reception area so conversations could not easily be overheard. We observed that people’s privacy and dignity was respected by reception staff who displayed understanding and a non-judgemental attitude towards people. Chaperones were available, and privacy curtains were in the clinical rooms. Translation services and interpretation services were available, and longer appointments were offered if required. During our site visit, we observed staff being helpful and polite to patients. The provider shared their Friends and Family Test data for December 2025 which demonstrated that 74% of respondents stated their experience of the service was good or very good. Staff were described as thorough and professional, efficient and attentive. Data from the national GP Patient Survey indicated that 81% of patients who responded thought their healthcare professional was good at listening to them, which was below local and national averages of 88% and 87%, respectively.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. People’s individual needs and equality characteristics were understood. Clinical and non-clinical staff had completed equality and diversity training. Staff knew about equal opportunities for themselves and for patients and staff we spoke with told us how they ensured the individual communication needs of people were met, for example by providing longer appointments and translation services when required. Staff told us there were alerts on people’s records highlighting communication needs to enable them to be fully involved in their care. A hearing loop was available on reception. Some staff told us they had not been trained in its use. This was discussed during our assessment and the practice provided assurance that staff would be supported in the safe and proper use of the equipment.

The practice promoted people’s independence and supported them to make decisions about their care, treatment and wellbeing. They provided patients with information and guidance to enable them to make informed decisions about their care. National GP Patient Survey data showed that 89% of the respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, which was lower than the local average of 92% and lower than the national average of 91%.

A social prescriber was available to patients who could opt in to this service if they desired. The practice displayed posters and leaflets containing information to support people to make healthier choices.

Staff conducted reviews and monitoring for people and altered their medicines to meet their changing needs. A duty GP was available 2 days a week onsite and 5 days a week remotely to support nonclinical staff in care navigation. People were directed to the most appropriate person or service to meet their needs. Staff could offer a range of alternatives to patients to meet their immediate needs including emergency support. Staff we spoke with knew the process for referral to emergency support. Members of the team had been provided with training in sepsis awareness, however warning signs and protocols for spotting the signs of sepsis were not always displayed in treatment rooms or in view on reception. This was brought to the attention of the provider during the assessment. The provider was receptive to the feedback and provided appropriate assurance that signage would be made available to support staff.

The service cared about and promoted the wellbeing of their staff and supported and enabled them to deliver person-centred care. Staff told us they were valued by leaders. Success was celebrated, and staff were invited to an annual awards ceremony. Positive feedback from patients were displayed behind reception to build morale and a suggestion box was available to encourage anonymous contributions and new ideas. Staff had access to an employee membership scheme offering discounts across retail, leisure, and hospitality. 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. All staff had access to a fully independent employee support programme providing confidential counselling and mental health support with a 24-hour helpline, and access to occupational health services, enabling staff to receive guidance and support for work-related health concerns, adjustments, and wellbeing initiatives.