Napier Road 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. 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.

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

In the 12 months prior to assessment, the service received 619 responses to the Friends and Family Test. 93% of respondents said that their overall experience of the service was either Good and Very Good.

Data from the National GP Patient Survey (2026) showed 89% of respondents stated that during their last appointment, the healthcare professional was good or very good at treating them with care and concern. This was in line with the national average of 86%.

We received 5 pieces of feedback through our Give Feedback on Care facility. All feedback was positive and was consistent in its praise for clinical care across the service. Feedback praised clinicians for their kind, attentive approach. It also included praise for prompt referrals.

The service had arrangements to promote people’s privacy and dignity. For example, staff were able to take people to a designated room if they were distressed.

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 abilities, culture and unique backgrounds and protected characteristics.

People’s personal, cultural, social, religious and equality characteristics needs were understood and met. Communication needs were met to enable them to be fully involved in their care. People were asked when they registered with the service about their preferred method of communication and if they required support and this was documented in their record. Staff were aware of people’s preferences, culture and beliefs where appropriate. The practice had systems that enabled people to achieve positive outcomes and to fulfil their wishes. For example, people who provided feedback for this assessment told us that the clinicians actively listened to them and did not dismiss their views or experiences.

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.

We saw evidence of effective teamwork between different professionals, with care plans seen in clinical records for people with more complex needs. These plans were developed and reviewed with the involvement of people and their families.

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 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 completed training for signposting and scenarios were discussed to enhance this training. Scenarios included an asthma attack, chest pain, and a burns emergency. Leaders encouraged staff to call 999 if they were unsure.

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

Staff told us they were valued by managers. Managers 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. We saw team building days were established within the practice.

Staff told us they were happy working at the service and praised the lead GP and practice manager for their kindness and support.