St Saviours Surgery

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• 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 outstanding. At this assessment, the rating remains unchanged.

This service scored 95 (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 respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Patients were made aware that a private area was available should they wish to discuss sensitive or confidential matters away from the reception area. This helped maintain patients’ dignity and privacy.

Leaders told us they placed significant importance on developing positive, trusting relationships with patients and understanding their individual needs and circumstances. They explained that appointments were structured to allow sufficient time for patients to discuss their concerns. This approach helped ensure patients felt listened to, supported and cared for, and reflected the service's commitment to delivering compassionate care. Feedback from patients was shared with staff to encourage and reinforce good practice. During our visit, an emergency alarm was activated to alert all staff of a patient requiring urgent assistance. We observed staff responding quicky and effectively, demonstrating a caring and empathetic approach while ensuring the patient received timely support.

Leaders provided examples that demonstrated a caring and compassionate approach to people using the service. For example, the practice had received a thank you card from a patient's family which recognised the kindness shown by staff. The feedback described how staff had listened to and respected the wishes of the patient and their family and had provided support during a period of bereavement. This reflected the service's commitment to delivering person-centred care with compassion and empathy. During our visit, an emergency alarm was activated to alert all staff of a patient emergency. We observed staff responding quicky, demonstrating their caring and empathetic manner.

The service worked closely with social prescribers from the primary care network to support patients through holistic assessments. Social prescribers helped patients access a broad range of services tailored to their needs, including support for mental wellbeing, opportunities to improve physical health and social engagement, and interventions aimed at promoting independence and overall quality of life.

Representatives from the patient participant group (PPG) also gave many examples of staff being caring and compassionate. For example, they reported that because the practice was of a relatively small size, they felt the staff really got to know them which meant they didn’t have to repeat their history. PPG members described the care provided by the practice as being superb. A receptionist proactively contacted several local pharmacies on behalf of a patient to identify one that had the required medication in stock, helping to ensure timely access to treatment.

The practice performed better than the national average in the results of the National GP Patient Survey relating to staff treating patients with kindness and understanding. For example, 98% of respondents to the survey felt the healthcare professional they saw was good at listening to them compared to the national average of 87%. 95% of respondents felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to the national average of 86%. 99% of respondents had confidence and trust in the healthcare professional they spoke to during their last appointment compared to the national average of 93%.

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.