Highgate Group Practice

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 practice 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 practice 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 practice had arrangements to promote people’s privacy. The practice performed better than national averages in the results of the 2025 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 89% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to the local average of 84% and the national average of 86%.

The practice performed better than average in the results of the 2025 GP survey at the time of our assessment. We also checked the 2026 National GP Patient Survey (which at the time of writing this assessment report) had recently been published. Both sets of results showed patient feedback relating to reception and administrative staff, identified themes of how staff were helpful and listened to patients. Patients felt were treated with care and concern by the healthcare professionals they saw.

We also checked the recently published 2026 National GP Patient survey results at the time of writing this assessment report. Results showed that 81% of respondents responded positively to how easy it was to contact the practice on the phone, compared to 55% locally and 57% nationally.

This was mirrored in feedback from people we received as part of our assessment. The Commission received positive feedback from over 400 patients. The recurring themes from the feedback were that reception and administrative staff were pleasant and helpful and clinical staff were professional, competent and kind.

Patients feedback data and results such as the practice Friends and Family Test (FFT) feedback, and GP Patient survey results reflected that patients would recommend the practice and had positive experiences of compassionate and person-centred care. We reviewed the practice FFT results from June 2025 to May 2026 showed 125 out of 130 patients (96%) said they were either extremely likely or likely to recommend the practice.

Regular informal 'coffee connect' events were held at the practice. The practice told us that hosting these events allowed for a welcoming and inclusive space where patients with long term conditions (including patients with dementia, learning difficulties and complex needs) and their carers, were able to socialise, access health advice, and engage with healthcare professionals in a relaxed and non-clinical atmosphere.

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.