Dr Girija Kugapala Also known as E12 Medical Centre

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 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

The service had arrangements to ensure patients’ privacy and dignity were protected. Curtains were available in consulting rooms to maintain privacy when required. Consultation and treatment room doors were kept closed during appointments so that conversations could not be overheard. Reception staff understood how to identify when patients wished to discuss sensitive matters or appeared distressed and were able to offer access to a private room to discuss their needs confidentially. Staff were trained on confidentiality and General Data Protection GDPR.

Patient feedback, including the Friends and Family Test (FFT) and National GP Patient Survey results reflected that patients had positive experiences of compassionate and person-centred care. Results showed patients felt listened to and were treated with kindness and respect. The practice performed in line with or above national averages across a range of results in the 2025 National GP Patient Survey. 82% of respondents said the healthcare professional they saw was good at treating them with care and concern compared with 86% nationally. 82% of patients reported a positive overall experience of the practice compared with 75% nationally. These positive findings were also reflected in the practice's Friends and Family (FFT) feedback and the 2026 National GP Patient Survey data at the time of authoring this report, when results showed that 94% of patients found the reception and administrative team helpful, compared with 85% nationally and 79% locally.

The practice had identified that 41 of its registered patients were carers (1% of the practice list). Written information was available to direct carers to the various avenues of support available to them, as well as bereaved patients and other groups of patients that may need support.

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.