Dr Richard Benn Also known as Greystones 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 was good at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The service had arrangements to promote people’s privacy. Chaperones were available when required, with posters displayed throughout the practice and staff appropriately trained.

The service performed in line with national averages in the 2025 GP Patient Survey. Most patients felt listened to and treated with kindness: 88% said they were treated with care and concern (national average 86%), 93.6% had confidence and trust in the last healthcare professional seen or spoken to (92.5% national average), and 88% felt listened to (86% national average). Positive feedback was also reflected in the NHS Friends and Family Test responses, with patients describing staff as caring, friendly, and helpful.

Although negative feedback was minimal, the provider acted on it, using a ‘you said, we did’ approach. For example, introducing a system to inform patients if clinics were running more than 10 minutes behind schedule. We saw multiple examples of individual feedback from patients. For example, a patient told us how the GP had travelled with a patient from their home to the practice to receive oxygen whilst waiting for emergency transport to arrive.

Social prescribers within the Primary Care Network (PCN) worked alongside the provider to support patients through a holistic approach to assessment. They delivered a range of activities, such as a listening service, bereavement support group, art group and pain management café. In addition, they provided individualised support and helped connect patients with relevant services and external support organisations.

The practice had an active patient participation group (PPG) who had supported the practice. For example, by developing leaflets to explain the total triage appointment system and increase awareness of additional health, wellbeing and support services available for patients locally.

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.