Ambrose Avenue Group 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.

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.

We reviewed indicators in the National GP Patient Survey data, published in July 2025. The practice percentages showed a trend towards negative in the statistical variation from the England average for all 4 indicators that related to kindness, compassion, and dignity published in July 2025. However, people told us during this assessment they were treated with kindness, compassion, and staff respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Residential care homes confirmed that they were treated with kindness and respect when they contacted the practice.

We observed staff were supportive and helpful at the reception desk when communicating with people on the telephone. Notices were displayed to inform people that a private room was available if they wanted to discuss a sensitive issue or if people were distressed.

Clinical rooms had privacy curtains and there were chaperone notices on the treatment and clinical room doors.

The practice treated people as individuals ensuring people’s care, support and treatment met their needs and preferences. Staff told us they considered people’s mobility, culture and unique backgrounds, and any protected characteristics.

We reviewed the National GP Patient Survey data, published in July 2025. The indicator for people being involved as much as they wanted to be in decisions about their care and treatment showed 81.9% of people felt they were involved; however, this was a negative variation against the expected 91% for this indicator.

People that provided feedback at the onsite assessment regarding this indicator were positive about being involved.

Staff and leaders told us how they recorded people’s individual needs and preferences to ensure these were reflected in their care, treatment, and support. Staff had undertaken specific e-learning training to improve their knowledge and understanding of equality, diversity, learning disability, and autism awareness.

Arrangements were in place to identify and support people who were digitally excluded. For example, people without access to a computer or smart phone could phone the practice and the receptionists would register them on the online booking system to get an appointment.

The practice respected people’s independence, encouraging choice and control over their own care, treatment, and wellbeing. We received positive feedback from people that staff considered their needs and choices during care and treatment. This included people’s carers being involved to support decisions.

Information was available in the practice and on the practice website which advised people how to access a range of support services and organisations.

Care home representatives told us they were able to obtain support to meet people’s immediate needs.

Staff knew how to respond to people’s immediate needs and how to recognise when urgent help or support was required. Staff told us about systems in place to support them which included signage, guidance, training on sepsis, the use of panic alarms, and the availability of emergency medicines and equipment. The practice had a duty GP available each day to review urgent requests for advice and support, when necessary.

Staff we spoke with knew the process to refer people for emergency support, including mental-health crisis teams.

The practice leaders described how they supported staff wellbeing to enable them to deliver safe, good quality, person-centred care. This was confirmed by the staff we spoke with.

The staff we spoke with were positive about working at the practice and told us they felt valued by the practice leaders.