Mill View 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 inspection for this service since its registration with CQC where this key question has been rated. This key question has been rated as Good.

This service scored 70 (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 data reflected people felt listened to and were treated with kindness. For example, 88% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. This was in line with the local ICS average of 88% and the national average of 87%. Results also showed the healthcare professional was very good at treating the patient with care and concern 86% (national average 86%). The NHS Friends and Family Test (FFT) results between January to July 2025 demonstrated that out of 24 responses, 22 patients felt the service was very good and 2 felt it was good. Patients we spoke to told us ‘They were very lucky to have this service and staff were always helpful’.

The primary care network (PCN) Patient Participation Group (PPG) representative told us the feedback from the group stated that the care provided at the practice was good. The GPs and staff were helpful, and supportive and the GPs were caring and listened to what patients had to say.

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. The surgery had a hearing loop and used some picture signage to support patients. The friends and family test poster was in different languages promoting accessibility and encouraging feedback from a diverse patient population.

National GP Patient Survey data reflected that people felt involved in decisions about their care, 87% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was in line with the national average of 91%.

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

The national GP patient survey showed that 89% of patients had confidence and trust in the healthcare professional they saw or spoke to. This was in line with the national average of 93%.

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. Patients we spoke to told us, that the reception team would always get them an appropriate appointment, and they could be seen the same day if required and that the surgery always took action when needed.

Staff knew their patients and could support with specific needs, as well as signposting them to other appropriate services

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 that managers and leaders were approachable, and their views are listened to and acted upon and that they were a close friendly team. However, there was not always adequate staffing levels with the right qualifications in some areas.