Crosslands 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 patients’ privacy. Staff that chaperoned patients were aware of their responsibilities in maintaining people’s dignity and safety during an intimate examination, and we observed notices around the practice advising that chaperones were available and ready to support patients. 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.

National GP Patient Survey data 2026 reflected people felt listened to and were treated with kindness. For example:

• Most patients who responded felt the healthcare professional was good at treating them with care and concern, at 91%, compared to 84% across the local Integrated Care Board (ICB) area and 86% across England.
• Most patients who responded felt the healthcare professional was good at listening to them, at 93%, compared to an ICB average of 86% and an England average of 87%.
• Most patients who responded had confidence and trust in the healthcare professional they saw or spoke with, at 98%, compared to an ICB average of 92% and an England average of 93%.

The practice treated people as individuals and made sure people’s 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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services. They identified patients who were carers, and codes were added to patients’ records to help the service recognise carers and offer them targeted support.

The National GP Patient Survey results for 2026 showed the service performed above the national and local averages on indicators relating to healthcare professionals listening to them 93%, (compared with the England average of 87% and 86% ICB average); treating them with care and concern 91% (compared with the England average of 86% and 84% ICB average); confidence and trust in the healthcare professional 98% (compared with an England average of 93% and 92% ICB average) and, being involved in their care and treatment 95% (compared with an England average of 92% and 91% ICB average).

The practice 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.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. We found the culture within the service prioritised good wellbeing through inclusivity, active listening, and open conversations.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work and results from the staff survey were overall positive.