Branch End 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 provider 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 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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.

The provider performed better than the national average in the results of the 2026 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 96% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to a national average of 86%.

This was reflected in feedback from the NHS Friends and Family Test, where people described staff as “excellent”, “very friendly”, “professional”, “caring” and “respectful”. In the 3 months preceding the assessment, the practice achieved consistently high results, with 93% of respondents rating the provider as good or very good in May, increasing to 95% in June and July 2026. Across all 3 months, the most frequently selected rating was very good. For example, in May 77% of positive ratings were very good increasing to 80% in June and 86% in June 2026. These results provided further evidence that people were highly satisfied with the care and support they received from the practice.

The CQC received 355 Give Feedback on Care responses prior to the assessment, of which 343 (97%) were positive. Feedback indicated that people felt the practice provided excellent overall care. Patients consistently reported feeling listened to, understood and treated with dignity and respect. Clinical staff were frequently described as professional, thorough, supportive and reassuring. Nonclinical staff were consistently praised for being helpful, compassionate and proactive in supporting patients and arranging appointments.

Feedback from the leaders of the 3 care homes we spoke with was consistently positive. They described engagement with the practice as excellent and said that staff took the time to get to know patients, develop meaningful relationships and were committed to achieving the best possible outcomes for those in their care.

Staff demonstrated genuine empathy for the people they cared for. We reviewed numerous cards and letters from patients and their families that expressed gratitude for the compassion, kindness, and support provided by staff. Patients consistently described how individual staff members, across a range of roles, went above and beyond to provide person-centred care and make a positive difference to their experience.

Staff consistently upheld people’s human rights to dignity and respect. This was particularly evident in the care provided to patients nearing the end of their lives. Staff took proactive steps to tailor care to individual needs, coordinating with other teams and services and finding creative solutions to uphold these rights. Examples included staff taking swift action to coordinate additional support and services, enabling patients to remain at, or return home for, their end-of-life care. This included supporting patients living in remote rural locations, enabling them to spend their final days in the place of their choosing.

The practice had arrangements to promote people’s privacy. Chaperones were available when required, with posters displayed throughout the practice and staff appropriately trained.

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.