Canberra Old Oak 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 in November 2022, 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People who provided feedback for this assessment were generally positive about the way they were treated at the service. People described the team as ‘professional’, ‘polite’ and ‘caring’. However, the service’s results from the National GP Patient Survey (2025) were below local and national averages in relation to some aspects of experience. For example, 66%of respondents at the service reported that the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment. This compared to an average score of 83% for GP services in North West London and 86% nationally. Two of the comments we received noted there had been a noticeable improvement in the service over the past year and this was also a theme in feedback received and collated by the service.

Staff we spoke with were committed to providing a caring service and told us they thought they were increasingly working better together as a team to achieve this.

Arrangements were in place to promote patients’ privacy. 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 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. Requests for appointments were reviewed by a dedicated ‘triage’ doctor with same-day appointments available for more urgent problems. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.