Primary Care Sheffield

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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service proactively supported staff wellbeing with the implementation of staff advocates, for example, menopause advocates and mental health 1st aiders.

This service scored 80 (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. Arrangements were in place to promote patients’ privacy. NHS Friends and Family Test data indicated that people felt listened to and treated with kindness.

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. Interpreter services were available for those whose first language was not English, and the service had a system to support hard of hearing patients. The most recent NHS Friends and Family data from April to June 2025 showed 99% of patients felt they were treated with dignity and respect during their appointment at the service. 98% of patients who responded felt the experience at the front desk was very good or good.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff signposted patients and their carers to advocacy and community-based services when appropriate.

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. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams and safeguarding.

The service cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Staff we spoke with told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff and had demonstrated a commitment to staff wellbeing by providing appropriate resources and facilities to support safe working conditions, such as large computer screens and designated rest areas. Staff reported feeling supported both in their personal life and when facing challenges at work. The provider carried out regular staff surveys and a staff happiness barometer that was sent to staff working at all the provider’s locations, (including practices not included on this registration). The results were mainly positive on the latest survey, and we saw actions had been taken to address any concerns identified. For example, harassment at work training had been provided and a zero-tolerance policy updated with team talk messages commenced to support staff. The provider operated a staff recognition scheme, where employees were acknowledged in the weekly newsletter for going above and beyond in their roles and the provider held regular staff social events.

Recognising that a significant proportion of the workforce were female, leaders invested in menopause awareness by training menopause advocates and achieving accreditation as a menopause-friendly employer. These advocates were equipped to offer peer support and guidance, helping colleagues understand and manage symptoms. Menopause focused events were held, and feedback was positive—one staff member shared that the knowledge gained empowered her to advocate for appropriate treatment with her GP. Additionally, some staff were trained as mental health 1st aiders, and the organisation offered a private health insurance scheme to further support staff wellbeing.