Westfield Road 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 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.
The service demonstrated a strong patient-centred approach, ensuring patients were treated with kindness, compassion, and respect. Staff consistently listened to patients and responded to their individual needs with sensitivity, adapting their communication to support a diverse range of patients.
Confidentiality was well maintained across both clinical and reception areas. Staff handled personal information discreetly and offered private spaces for sensitive discussions when needed. Patients who were distressed or vulnerable were supported appropriately, with staff providing reassurance, allowing additional time, and offering quieter areas to ensure they felt comfortable and able to share their concerns.

Staff displayed empathetic communication and active listening, particularly when supporting patients who were anxious or upset. Challenging situations were managed calmly, with a focus on always maintaining dignity and respect. Staff recognised that each patient’s concern was important and responded in a supportive and understanding way.
The service was proactive in addressing barriers to care. For example, patients who may have been hesitant about cervical screening were offered reassurance and the opportunity to discuss concerns before booking. Follow-up contact was carried out sensitively, supporting engagement while respecting patient choice.
Complaints were managed through a clear and structured process. Responses were prepared carefully, with input from relevant staff, to ensure they were accurate, thorough, and respectful.

Learning from complaints and patient feedback was shared across the team to improve future care.
Ongoing review of patient interactions, including call reviews and feedback, supported continuous improvement in communication. Overall, the service promoted a compassionate and respectful culture, where patient dignity, experience, and individual needs were central to care delivery.
 

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.