The Killingholme 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.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Patients told us staff were kind and helpful and they received a personal level of service.

Arrangements were in place to promote patients’ privacy.

National GP Patient Survey data, 2026, reflected people felt listened to and were treated with kindness. 95.1% stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern compared to the expected 86%.

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

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 recorded and met to enable them to be fully involved in 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. A social prescriber was available in the practice fortnightly and staff could also refer patients to them at any time.

National GP patient survey data, 2026, showed 93.4% 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 compared to the expected 91.6%.

The practice had registered as a safe surgery which is an initiative where patients can register at the practice and do not need proof of identity, address or immigration status.

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 told us they could access an appointment without delay and usually with the person they requested.

Staff we spoke with knew the process for referral to emergency support.

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 well supported and listened to, they said the new practice manager had improved ways of working in the past four months. They said they enjoyed working at the practice.

There was a small staff team and staff supported each other and provided cover when required. Staff had been working long hours recently due to temporary staff cover being required. The new practice manager had recognised this and had arranged for additional cover as required.

There had been a lack of staff meetings due to the difficulty getting the small staff group together at the same time. The practice manager had arranged two staff meetings to discuss the new management arrangements and planned to schedule more regular meetings in future. Staff appraisals had also been undertaken, and staff had been able to discuss training requirements. Freedom to speak up arrangements had also been improved.