The Village 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.

We assessed all quality statements in the caring key question. At our last inspection, we rated this key question as Good. Following this inspection, 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Results from recent NHS Friends and Family Test surveys were positive, stating staff were kind, professional and caring.

Arrangements were in place to promote people’s privacy. National GP Patient Survey data from 2025 reflected people felt listened to and were treated with kindness. 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.

The service treated people as individuals and made sure care and treatment met their needs and preferences. Staff gave examples of how they tailored care.

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

The service promoted independence, ensuring people understood their rights and could make informed choices about their care. Staff supported people to access advocacy and community-based services where needed. People were given information in formats that suited their individual needs, including easy-read materials and interpreters for those whose first language was not English. Staff told us this ensured people’s preferences and values were central to their care.

The service listened to and understood people’s needs, views and wishes, and responded promptly to urgent concerns.

An appointment triage system 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 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 service.