Westgate 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

We looked for evidence the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment, 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The service had arrangements in place to protect people’s privacy. The reception area was away from the waiting room, allowing for privacy when speaking to patients. When we discussed with the staff how the service protects privacy, they informed us that there was a separate room for confidential discussions, and there was a separate space for breastfeeding. Chaperones were available when requested, training had been provided, and notes were made in patient records when a chaperone was present. We found that the consultation rooms were away from the reception area, and conversations could not be overheard.

The service performed better than the national average in the results of the 2025 National GP Patient Survey. For example, 94% (national average 86%) of patients felt the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment, In addition, 94% of patients (national average 87%) said the healthcare professional they saw or spoke to was good at listening to them at their last appointment.

Feedback we received from patients stated they felt listened to, understood and cared for, and that the service tried to accommodate patients as much as reasonably possible.

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.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.