Prestbury 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 service 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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity.

Results from the National GP Patient Survey showed that 78% of respondents said the healthcare professional they saw or spoke with was good at listening to them. This was lower than the national average (86%) and local average (82%).

During the assessment most people told us that clinicians explained treatments clearly and respected their personal choice and listened. When people felt things could have improved, they had the opportunity to raise a concern, and we saw evidence of reflection and learning. The service included communication skills in their education schedule and encouraged learning from feedback.

Feedback from partner services, including care homes, was positive. People trusted the provider and felt comfortable with their care and felt they were treated with kindness and respect.

Staff understood the importance of understanding peoples wishes and treating people with care and dignity, they provided examples of situations where they had to adapt to ensure peoples wishes and dignity were taken into account.

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.

Patients’ 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. For example, providing an interpreting service, accessible information formats and personalised care planning, enabling patients to be fully involved.

Staff and leaders described instances where reasonable adjustments had been made to ensure people’s preferences and choices were taken into account. They also demonstrated a willingness to learn from feedback and make improvements where needed.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

National GP Patient Survey data showed that 88% of respondents felt involved in decisions about their care and treatment, which was slightly below (90%) and national (91%) averages.

There were additional services available through the Primary Care Network (PCN), such as a walking group and activities, that provided support and opportunities for patients to socialise while looking after their health. The service provided information about a range of workshops, events, and health promotion activities. This information was made available through multiple formats, including notice boards, QR codes, text messages, and verbal communication, enabling patients to access and choose additional support.

The service promoted and referred people to social prescribers, who were active in helping people understand options and support available. We saw examples of empowering people to take positive actions to improve their health and lifestyle.

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 prompt access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams, as well as red flag warning symptoms which required urgent actions.

The National GP Patient Survey showed that 88% of respondents felt their needs were met during their last appointment, this was in line with the local average (88%) and slightly below the national average (90%).

A new telephone and triage system was introduced in the latter part of 2025. Unverified data from the service indicated that these changes had a positive impact on responding to people’s needs. People we spoke to during our assessment also reported an improvement in accessing the service since the new systems were implemented.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. 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 facing challenges at work. There were team activities in place to support the wellbeing of the staff such as a weekly walk.

Staff told us of times when workload had increased and they felt comfortable and confident in asking for help or support, which was given. They told us that the work environment was like a team and everyone was treated equally and their well-being was important to the leadership.

We heard from staff and leaders that there were regular discussions and check-ins, these were a mix of formal and informal. Staff shared examples which showed that leaders were supportive and took positive actions to enable the team.