Custom House 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy, and compassion and respected their privacy and dignity. Chaperones were offered when appropriate during consultations. Chaperones had received training and had appropriate DBS checks in place.

Feedback from the service’s internal patient survey indicated that individuals felt they were treated with kindness, compassion, and dignity.

The latest national GP Patient Survey, conducted between December 2024 and April 2025, received 116 responses. Of these, 73% said the healthcare professional treated them with care and concern, and 79% felt they were good at listening to them. These outcomes were below the local averages of 81% and 82% respectively. Additionally, 87% expressed confidence and trust in the professional they saw or spoke to. Patients we spoke with confirmed they were treated with dignity and respect.

Leaders explained that patients were signposted to social prescribers, and that information on disabilities, women’s health, and support groups was available on the service website. Staff reported providing support and referrals to specialist bereavement services.

Complaints were handled promptly and confidentially. Measures were in place to ensure privacy at the reception desk. There was a hearing loop at the reception desk for patients with hearing impairments.

Staff and leaders reported that people’s individual preferences and circumstances were understood and reflected in their care and support. Personal, cultural, social, and religious factors were considered and clearly documented.

The service had systems to meet communication requirements, enabling people to engage meaningfully in their care and treatment and to maximise their experience and outcomes.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. All staff had completed equality and diversity training.

Patients we spoke with during the assessment, indicated that personal and equality-related factors were recognised and addressed. Communication preferences were accommodated to ensure patients were fully involved in their care.

Results from the latest national GP Patient Survey indicated that 62% of respondents felt the healthcare professional they saw or spoke to had been good at considering their mental wellbeing during their last appointment. This figure was below both the local average of 71% and the national average of 74%.GPs reported that they had offered longer consultations when needed, particularly to support patients requiring translation or interpreting services.We observed evidence of a comprehensive library of support and advice designed to promote patient independence. The service’s website contained information that could be translated in various languages. Staff shared that they had assisted patients and their carers in finding further information and accessing community and advocacy services.The service operated a total triage system to prioritise care for patients with the most urgent needs. During our assessment, we found that the system included robust failsafe protocols to maintain clinical safety.Systems had been in place to support patients facing communication barriers, including those who may have been digitally excluded. These included access to translation services and a hearing loop at the reception desk.

Staff were alert to people’s needs and had taken time to observe, communicate, and engage individuals in discussions about their immediate requirements. Results from the national GP Patient Survey found that, 71% of patients had known what the next step would be after contacting the service, and 76% had known what the next step would be within two days of making contact, compared to the local and national average of 89% and 93% respectively. Additionally, 81% of respondents stated that, their needs had been met during their last appointment. Patients we spoke with during the assessment told us their needs had been met by the service.Staff and leaders told us that people’s needs, views, wishes, and comfort had been a priority, and staff had quickly anticipated these to prevent any avoidable discomfort, concern, or distress. Staff training had ensured they were able to promptly recognise when individuals needed urgent help or support and use appropriate tools and technology to assist. Same-day appointments had been available for patients requiring immediate care,

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 felt valued by leaders. Leaders had taken steps to recognise and support staff wellbeing, including providing the necessary resources and facilities for safe working, such as rest areas. Staff told us they had felt valued by both their leaders and colleagues.

Leaders shared that they had worked to improve staff wellbeing. They explained that the service had celebrated staff birthdays and had actively promoted a culture of care and support.

Systems and processes had been in place to ensure staff and patients had regular opportunities to provide feedback, raise concerns, and suggest improvements to the service or staff experience.