Kingswood 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.

The service gathered Friends and Family scores, which reflected high levels of patient satisfaction. Feedback from patients was shared with staff to encourage and reinforce good practice. The service addressed the small number of complaints received and used these as an opportunity for learning and improvement.

Results from the National GP Patient Survey showed that the service consistently scored higher than local and national averages across several areas, most notably:

89% of patients felt that, during their last appointment, the healthcare professional was good at treating them with care and concern (local average 87% and national average 86%):

80% of patients stated that the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last appointment (local average 75% and national average 74%):

95% of patients found the reception and administrative team helpful, (local average 85% and national average 83%): and

82% of patients felt that, during their last appointment, the healthcare professional was good at listening to them (local and national average 87%).

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

Feedback we received from patients told us they were treated as individuals, and we saw that staff had taken on specific lead roles to provide more specialist support. This included roles relating to palliative care, menopause care and local care home residents.

Results from the National GP Patient Survey showed that 93% of patients felt that, during their last appointment, they were involved as much as they wanted to be in decisions about their care and treatment. This was above the local and national average of 91%.

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

Systems and processes were in place to support patients and their carers to access advocacy and community-based services. This included promoting local services for carers on noticeboards in the waiting room and signposting to outside agencies such as Dementia Forward and Carents who provide support to carers.

Results from the National GP Patient Survey showed that 75% of patients said that they were offered a choice of time or day when they last tried to make a general practice appointment. This was significantly above the local average of 55% and national average of 54%.

Only 28% of patients said however that they were normally able to see or speak to their preferred healthcare professional when they would like to, as compared to the local average of 41% and national average of 40%.

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 the most appropriate services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams, Pharmacy First and local urgent treatment centres.

The National GP Patient Survey showed that 86% of patients described their overall experience as good. This was higher than the local average of 77% and national average of 75%.

Feedback received by CQC and Friends and Family feedback included positive feedback about staff attitudes and described how understanding, respectful and caring both clinical and non-clinical staff were.

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

In feedback to CQC, all staff were positive about the support they received from line management and senior managers and positive about the culture that was instilled in the service. Staff also stated that there was enough staff and adequate cover during periods of absence.

All staff told us leaders were approachable, supportive, and friendly and that there was a good atmosphere, with visible management and enough guidance.

Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included providing the necessary resources and facilities for safe working, such as regular breaks and rest areas.

The service gathered staff feedback and the NHS staff survey completed in 2023 showed that the service was above the survey average and above their integrated care system's scores in all areas including "we are recognised and rewarded"; “we are safe and healthy”; and "morale".

We were told another survey was planned however this had not yet been completed.