Fryern 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 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

During our site visit, we observed staff communicating with people in a polite, compassionate and respectful manner. Staff recognised the open reception environment could make some conversations difficult and took steps to maintain people’s privacy. Staff offered private areas for confidential conversations and written slips were used for people who preferred not to discuss personal information at the reception desk.

The service performed consistently better than the national average in the National GP Patient Survey, demonstrating a positive and sustained experience of care. In the 2025 survey, 91.5% of respondents said the healthcare professional was good or very good at treating them with care and concern, compared with the national average of 87%, and 94.7% said the healthcare professional was good or very good at listening to them, compared with 87% nationally. The 2026 survey demonstrated that these high levels of satisfaction had been maintained, with further improvements in several areas. For example, 97% of respondents said the healthcare professional was good at listening to them, 95% said they were treated with care and concern, 98% felt involved in decisions about their care and treatment, and 99% said their needs were met. These results remained above national averages and showed a consistently positive experience for people using the service.

This was also mirrored in the service’s recent NHS Friends and Family Test (FFT) data from July 2026, which showed of 321 responses received, 273 people said they were extremely likely to recommend the service and a further 39 said they were likely to recommend it. People described staff as "very kind and caring", "professional", and "always kind and helpful".

The service demonstrated a commitment to supporting people during some of the most difficult periods of their lives. Care co-ordinators contacted families following bereavement to offer support and signposting, then again after a few weeks to offer further support helping to ensure people continued to feel cared for beyond their immediate clinical needs. People described them as the “amazing care-coordinator team” and thanked them for their support saying “you really are making such a difference to our lives”. Other feedback described appreciation for the support through illness and after bereavement, highlighting the “empathy” and “kind voice” that was always at the end of the phone during sorrow.

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.