Kingsmead Healthcare

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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.

Leaders explained that patients were signposted to social prescribers, who connected them with non-medical support in their community to address practical, social, and emotional needs that affected their health and well-being.

Complaints were handled promptly and confidentially. Measures were in place to ensure privacy at the reception desk, and a private room was available for patients who were distressed or needed to discuss sensitive matters. There was a hearing loop at the reception desk for patients with hearing impairments.

The latest national GP Patient Survey found that 90% of respondents stated that the last healthcare professional they saw had been good at treating them with care and concern, compared with 82% locally and 86% nationally. A further 92% reported that the healthcare professional had been good at listening to them, compared with 83% locally and 87% nationally.

Additionally, 100% expressed confidence and trust in the professional they saw or spoke to, compared to 91% locally and 93% nationally. Patients we spoke with confirmed that they had been treated with dignity and respect. The service’s 2024/25 patient participation group-led patient satisfaction survey showed that 87% of respondents rated their overall experience of the service as fairly good or very good.

A member of the service’s Patient Participation Group told us that, following their suggestion, the provider created a flower garden area to honour a member of staff who had passed away.

Staff and leaders reported that people’s individual preferences and circumstances were understood and reflected in their care and support. Personal, cultural, social, and religious factors were considered and clearly documented.The service had effective systems to meet communication needs, enabling people to engage meaningfully in their care and treatment and to optimise their experience and outcomes.Results from the latest national GP Patient Survey showed that 98% of respondents felt the healthcare professional had all the necessary information during their last appointment, compared to 91% locally and 92% nationally and 92% said they were good at listening, compared to 83% locally and 87% nationally. Patients we spoke with during the assessment confirmed that personal and equality-related factors were recognised and addressed. Communication preferences were accommodated to ensure patients were fully involved in decisions about 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.

Results from the latest national GP Patient Survey indicated that 81% of respondents felt the healthcare professional they saw or spoke to had been good at considering their mental wellbeing during their last appointment. This figure was above the local average of 73% and the national average of 75%.GPs reported that they had offered longer consultations when needed to support patients. Systems were in place to support patients facing communication barriers, including those who may have been digitally excluded. These included access to translation services and a hearing loop at the reception desk.

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.

Staff training had ensured they were able to promptly recognise when individuals needed urgent help or support, and they used appropriate tools and technology to assist. Same-day appointments were available for patients requiring immediate care. The length of call waiting times and response rates were monitored to ensure patients’ needs were addressed promptly.Results from the national GP Patient Survey found that 97% of respondents stated that, their needs had been met during their last appointment, compared to 87% locally and 90% nationally. Patients we spoke with during the assessment told us their needs had been met by the service.

The service demonstrated a commitment to promoting staff well-being and supporting staff to deliver person-centred care.

Staff told us they felt valued by leaders. Leaders had taken steps to recognise and support staff well-being needs, including providing appropriate resources and facilities to enable safe working practices, such as regular breaks, access to rest areas, and reasonable adjustments where required.

In 2025, the provider participated in the NHS General Practice Staff Survey, which was designed to give primary care staff a voice and provide actionable feedback on working conditions. The survey supported NHS organisations to identify opportunities to improve staff well-being, reduce burnout, and strengthen recruitment and retention.