Archived: Eltham Palace 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 Requires improvement. At this assessment, the rating is Good.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The National GP Patient Survey 2025 results for Eltham Palace Surgery showed patient satisfaction in indicators relating to kindness, compassion and dignity were below local and national averages. Patients were asked of their most recent appointment: how good was the healthcare professional at listening to you (practice score: 77%, local average: 86%, national average: 87%); how good was the healthcare professional at treating you with care and concern (practice score: 78%, local average: 84%, national average: 86%); and overall how would you describe your experience of your GP practice (practice score: 69%, local average: 73%, national average: 75%). Patients were also asked if they had confidence and trust in the healthcare professional they saw; satisfaction with this indicator was in line with the national average.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

The practice had instructed an independent external company to complete a culture review. Staff said that the breakdown in relationship between the GP partners had directly negatively impacted them. Staff reported also feeling that there was a lack of consistency with the support given by practice management, and that there had been “unprofessional discussions” between the partners during practice meetings.

In response to this review, the practice stated that they would introduce a staff noticeboard for suggestions and feedback. At the time of this assessment, this had not yet been implemented. The practice reported that it had given all staff members details of the Employee Assistance Programme for anyone who needed external support and advice. The practice management told us that they remained open, honest and transparent with all employees regarding the practice’s future.