Siam Surgery

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This key question has been rated as good. We looked for evidence that practice staff involved people and treated them with compassion, kindness, dignity and respect.

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. Practice leaders supported staff wellbeing.

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.

People who provided feedback were treated with respect. Care home representatives were positive in how visiting clinicians treated people with respect and dignity and confirmed people’s privacy was maintained.

We reviewed indicators in the National GP Patient Survey data, published in July 2025. The practice percentages were in line with the England average for 3 indicators which related to kindness, compassion and dignity. Overall experience of GP practice was tending towards a positive statistical variation compared with the England average.

During the site visit we observed staff to be friendly and helpful with people at the reception desk and when supporting people by telephone. Arrangements were in place to promote people’s privacy.

All staff were aware of the importance of people’s confidentiality and gave examples of how this was maintained.Staff also gave examples of how they treated people with kindness, respect and compassion. Staff treated colleagues from other organisations with kindness and respect.

Practice staff 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, unique backgrounds and 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 was in line with the England average. Feedback from people demonstrated they were confident that staff understood their individual needs.

Staff and leaders told us that people’s individual needs and preferences were understood and reflected in their care, treatment and support. An example was given of proactive support to a person with autism. Staff also gave examples of reasonable adjustments in place to support people’s communication needs, for example longer appointments and writing down appointment information for people to refer to. Practice GPs could speak a range of languages and where possible the practice accommodated people with their choice of GP based on their language needs.

Staff were required to undertake specific training to improve their own knowledge and understanding of how to support people. Information on how to support people with a learning disability and people with autism was available for staff and staff had completed online learning disability and autism awareness training relevant to their role. Practice leaders had previously engaged with the Integrated Care Board (ICB) regarding access to face to face training and a risk assessment was in place whilst staff awaited this training.

Practice staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Feedback we received was positive with people’s needs and choices being considered during care and treatment decisions. Care home representatives told us people were involved in their care and treatment decisions, and carers who knew people well were involved in supporting this.

Staff told us they supported people to make informed decisions about their care and treatment, and with their carers, when appropriate. This included two-way discussions about care and treatment options to decide on what would work best and then respecting people’s preferences. 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 treatment. Staff helped people and their carers to access advocacy and community-based services, as appropriate.

There were systems and processes in place to promote people’s independence and control over their care and treatment. For example, the appointment check in screen was lowered to enable people who use a wheelchair to book into their appointment. Information was available in the practice and on the practice website which advised people how to access a range of support groups and organisations, which included wellbeing and mental health support.People could self-refer to a range of services using links from the practice website.

Practice staff 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. People who provided feedback for this assessment advised clinical and non-clinical staff were responsive to their questions and requests. 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 and training in place to support this. All staff we received feedback from told us they felt supported when they had sought advice and escalated concerns to meet people’s immediate needs. The practice had a duty GP available every day to respond to people’s immediate needs, review urgent requests and support as necessary.There was a system for appointment triage that ensured people with immediate needs, including mental health needs, had access to services.

The practice had a Facebook page, where information was shared with people during national campaigns. For example, information was shared recently on World Suicide Prevention Day on other organisations where help and support was available.

Practice leaders cared about and promoted the wellbeing of their staff and supported and enabled them to deliver person-centred care. Arrangements were in place to obtain feedback from staff and changes were made as a result. For example, increased time for nurse meetings and improved arrangements to encourage people to respect each other’s privacy at the reception desk.

Leaders had taken steps to meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, which included lone working. Practice leaders funded a monthly yoga class held at the practice, for staff to attend in work time. Approximately 5-6 staff members attended regularly. Fundraising events were held for the Stroke association, staff who had undergone surgery were sent flowers and providing emotional support to staff was prioritised. Staff could access NHS employee wellbeing support.

Staff gave examples of support they had received, for example, additional support when their workload was high and adjustments made to working hours to support work and home life balance. The practice supported staff with professional development and career progression.