- GP practice
Archived: Dr Aamer Khan Also known as The Lister Surgery
Assessment report published 17 October 2025
Contents
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
Caring
The practice treated staff and patients with kindness and compassion, and respected their privacy and dignity. Patients were treated as individuals, and staff made sure their care, support and treatment met their needs and preferences whenever possible. Staff told us that the practice considered their wellbeing and that they were well supported in their work.
This key question has been rated as Good.
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.
Kindness, compassion and dignity
All staff we heard from reported a caring and positive culture where they were treated with kindness and respect.
It was evident from our discussions with staff that staff knew and understood their patients, including their preferences, wishes, and backgrounds. Those who had suffered a recent bereavement were supported, and this often included providing condolence cards and flowers, as well as arranging a meeting with relatives to discuss the patient’s care and offer ongoing support if needed.There were processes in place to ensure information about patients was treated confidentially, and that their privacy was respected. Patients had access to a chaperone if required, and staff carrying out this role had received appropriate training. Staff who acted as a chaperone were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination.Results from the National GP Patient Survey 2025 regarding kindness, compassion and dignity were in line with national averages. For example, 92% of patients said they had confidence and trust in the healthcare professional they saw or spoke to during their last appointment compared to the local and national average of 93%, and 83% felt the healthcare professional was good at listening to them during their last appointment compared to the local and national average of 87%. We received 13 responses in our request for direct feedback from patients, all of which were positive and described staff as helpful and supportive. The practice did not carry out its own patient surveys. They told us that this is something they would consider carrying out once they had relaunched their patient participation group.Treating people as individuals
The practice had systems and processes to ensure patient’s communication needs were met, to enable them to engage in their care and treatment, and for them to be supported to maximise their experience and outcomes. Multi-disciplinary team meetings included discussions about vulnerable patients and any safeguarding concerns. Staff were required to undertake specific training to improve their own knowledge and understanding of how to support different patients, for example training in equality and diversity and learning disability and autism.
Independence, choice and control
There were processes in place to promote patient’s independence and allow them control over their care and treatment.
Referrals were made to services to support improved health and general wellbeing, for example for mental health and weight management support. This process was supported by social prescribers at the practice.
Information was available on the practice website which signposted patients to support groups and organisations.
The practice had identified 69 patients (1.5%) as carers.Responding to people’s immediate needs
Staff we spoke with knew how to respond to patient’s immediate needs and how to recognise when urgent help or support was required, including the use of panic alarms and availability of emergency equipment. Staff received training in the use of emergency equipment and in basic life support.
Workforce wellbeing and enablement
Feedback from staff as part of this assessment was positive regarding their work for the practice. Staff told us that the practice considered their wellbeing and that they were well supported in their work.
We saw examples of staff being encouraged to develop themselves professionally, for example through support with attending external training courses. Staff were given protected time for their training and received regular appraisals where they had an opportunity to set objectives for the following year.
Staff had access to several support services. This included wellbeing resources, a financial guidance service, and occupational health services.
Staff reported a positive work culture where they were encouraged and supported to share feedback and raise concerns.