Dr John Segarajasinghe Also known as The Pine Street Medical 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 practice involved patients and treated them with compassion, kindness, dignity and respect.

Patients were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Patients had choice in their care and treatment. The practice supported staff wellbeing.

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 practice always treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. They spoke highly of one another and described a highly positive working culture, characterised by strong teamwork and a supportive, inclusive team ethos.

We found a positive culture of kindness and compassion throughout the practice. Staff consistently treated patients with dignity and respect and provided sensitive support to patients who were distressed or experiencing difficult circumstances. Staff demonstrated a clear commitment to person-centred care, ensuring patients were treated as individuals, and that care and support reflected their needs, preferences and personal circumstances.

Staff told us they felt empowered to deliver caring, high-quality services, and our observations supported this. During the site visit, we saw staff engage positively with patients at reception and over the telephone, taking a personalised approach to each interaction.

The practice performed better than both local and national averages in several areas of the 2026 National GP Patient Survey, this showed patients felt listened to and felt they were treated with kindness. For example, 93% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to a national average of 86% and local average of 84%, 93% of respondents to the survey felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, compared to a national average of 87% and a local average of 86%. This was mirrored in feedback from patients we spoke with during our assessment who described staff as very friendly and caring.

Arrangements were in place to promote patients’ privacy. Staff 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 social prescriber was available to all patients, and staff could refer patient for support with issues such as housing and other social needs.

The practice treated patients as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. They took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff undertook training to improve their knowledge and understanding of how to support patients. For example, staff had completed training on equality and diversity and learning disability and autism awareness training relevant to their role. Support was also available for patients with caring responsibilities.

Staff and leaders told us that patient’s individual needs and preferences were understood and reflected in their care, treatment and support. Staff also gave examples of reasonable adjustments in place for patient, for example longer appointments, ensuring patient with accessibility needs had their appointments in consultation rooms on the lower floor, and using translation services.

The 2026 National GP Patient Survey data showed that 98% of respondents said they had confidence and trust in the healthcare professional they saw, which was above the local average of 92% and national average of 93%.

Patient’s personal, cultural, social, religious and equality characteristics needs were understood and met. Communication needs were met to enable patient to be fully involved in their care. The practice website could be changed to other languages and had accessibility features, such as larger fonts and contrast, to support those with difficulties.

The practice promoted patient’s independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported patients to make informed decisions about their care and treatment and worked with their carers where appropriate. They also helped patients and their carers to access advocacy and community-based services when needed.

Staff understood the importance of respecting patient’s preferences, dignity and autonomy, and ensured these were accommodated wherever possible, supporting patient to maintain independence and engage with services.

The practice listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured patients with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

Staff provided several individual examples of occasions where they had gone above and beyond to support patients. These included recognising and responding promptly to life-threatening conditions, identifying signs of serious cardiac conditions requiring urgent intervention, and recognising potential cancer symptoms at an early stage.

Staff had received appropriate training in basic life support and demonstrated an understanding of how to respond to a medical emergency. Sepsis awareness posters were clearly displayed in the reception area to support early recognition and escalation of potential concerns.

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

Staff told us they were valued by leaders. Leaders were described as visible, approachable and supportive. 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 and rest areas. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice.

Staff described positive working relationships across the practice and reported that support and advice could be sought from colleagues whenever required. A formal staff survey had not been undertaken; however, an open and collaborative culture was described, with staff working closely together and viewing the team as a family. Staff described an open-door policy was maintained by leaders, which enabled concerns, ideas and feedback to be raised freely.

Some staff also told us how the practice had supported them to develop in their roles and encouraged them to gain new skills and achieve additional qualifications by providing training and development opportunities.