Riverside Medical Practice

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. The practice had a privacy card available for patient use, where people could point at their medical concern on the card instead of saying it out loud in the waiting room.

The National GP Patient Survey 2025 data showed that 98% of respondents found the reception and administrative team at this GP practice helpful, which was higher than the national average of 83%. In addition, 94% of respondents felt the healthcare professional they spoke to at their last appointment treated them with care and concern, which was higher than the national average of 86%.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Patient communication needs were met to enable them to be fully involved in their care. For example, A hearing loop system was in place within the practice, and interpreter services were well utilised by all staff.

The National GP Patient Survey 2025 data showed that 96% of respondents felt the healthcare professional they saw at their last appointment had all the information they needed about them. This was higher than the national average of 92%.

The service 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. Learning Disability Passports were in place for those who needed them, which included essential information on communication needs.

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.

The National GP Patient Survey 2025 data showed that 88% of respondents felt listened to at their last GP appointment. This was higher with the national average of 87%.

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

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. We saw team building days were established within the practice. We saw many examples of professional development opportunities that had been offered to staff. The practice regularly trained apprentices and provided staff with management training.