Plumstead Health Centre PMS

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 inspection, we rated this key question as good. At this inspection, the rating remains the same.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

National GP Patient Survey data collected between January and March 2026 showed some improvements in patient satisfaction from the 2025 survey results when respondents were asked questions relating to kindness, compassion and dignity. However, patient satisfaction remained lower than the national average.

The percentage of respondents who answered positively are as follows:

• 85% said they had confidence and trust in the healthcare professional (national average 93%)
• 65% responded positively when asked how good the healthcare professional was at listening (national average 87%)
• 67% said the healthcare professional was good at treating them with care and concern (national average 86%) and
• 58% responded positively when asked about their overall experience of the GP practice (national average 77%).

The provider collected feedback from patients using surveys to make improvements. Complaints were reviewed and themes identified. For example, staff were given additional customer service training to address some concerns raised by patients.

National GP Patient Survey data collected between January and March 2026 showed 83% of respondents responded positively when asked whether they were involved as much as they wanted to be in decision about their care and treatment. This was higher than 2025 survey data, but lower than the national average of 92%.

The provider had made some changes to the service to address patient feedback. This included sharing the details of this feedback with clinical staff to ensure conversations with patients included sufficient information to allow people to make informed decisions about their care and treatment.

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.