The Broadway 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, 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.

Arrangements were in place to promote people’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. 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.

People were treated as individuals and staff made sure their care, support and treatment met their needs and preferences. For example, staff were aware of people’s faith and beliefs where appropriate and ensured systems were in place to support them to have their wishes fulfilled, for example with end of life care. Respondents to the national GP patient survey fro 2024 reported positively on the service they received with 91% of respondents stating that the healthcare professional was good at listening to them. This was above the local and national levels of patients satisfaction.

Staff promoted peoples independence, so they knew their rights and had choice and control over their own care and treatment and well being . People were supported to have choice and control over their own care, where they wished to receive it and where appropriate to have people accompany them as support.

Respondents to the national GP patient survey for 2024 reported positively on the service they received. With 91% of respondents stating they were involved as much as they wanted to be in decisions about their care and treatment. This was above the local and national levels of patient satisfaction.

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. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

Staff told us they found the management team accessible and knowledgeable. This had a positive impact on their working environment and the care they delivered to people.

Staff told us leaders and colleagues were supportive when they experienced challenging behaviour from people.