The Connaught Square 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.

At our last inspection in August 2018, we rated this key question as Good. At this assessment in December 2025, 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 practice 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. For example, privacy curtains were around clinical couches and a private room / space was available for patients when they needed it to promote privacy. Patient choice was always respected for example, when patients requested a female GP or chaperone.

The National GP Patient Survey data (2025) showed that 78% of the respondents felt listened to by the healthcare professional.

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 practice 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, 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. For example, the practice had a mix of male and female doctors who spoke different languages which was very useful with the patient population. Interpreting services were also used to meet the communication needs of the patient population.

The practice 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.

The practice listened to and understood people’s needs, views and wishes. The practice had a system to quickly identify patients who needed urgent care, and the GP was informed. Staff were trained to recognise medical emergencies and how to respond in such situations.

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.

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

The practice operated an open-door policy with the staff and staff told us they were valued by leaders. Leaders 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. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice.

Staff were encouraged to raise concerns during staff meetings, annual appraisals and were aware of the whistleblowing policy.