Grosvenor House 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. At our last assessment in August 2022, we rated this key question as good.

At this assessment in June 2026, the rating has changed from good to requires improvement because we found issues with how people were treated with dignity, respect, kindness and staff wellbeing.

This service scored 60 (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 did not always treat people with kindness, empathy and compassion and respected their privacy and dignity. Staff did not always treat colleagues from other organisations with kindness and respect. Arrangements were in place to promote patients’ privacy. National GP Patient Survey 2025 data reflected people did not find the reception and administrative team at the practice helpful. Seventy percent of the respondents found the practice helpful compared to the local (82%) and national (83%) averages. Staff we spoke with understood Gillick competency and Fraser guidelines. People who were considered vulnerable were supported across a multidisciplinary team.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care; interpreting services were available for those who needed them.

The service promoted people’s independence, so people knew their rights, had choice, control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support.

Feedback from several members of staff was that the service not looking after the wellbeing of their staff. The service did not support or enable staff to deliver person-centred care.Several members of staff told us they were overwhelmed with tasks due to significant shortage of experienced staff at the practice. A number of staff told us that they did not feel supported enough by the leaders. During the site visit, we observed that there was no provision made by the leaders to support the staff during the heatwave, there were no portable fans to ease the discomfort experienced by the staff.