Grovelands Medical Centre Also known as Dr D.A. Riley & Partners

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

People were treated with kindness and compassion. There was high level of patient satisfaction recorded through internal and external surveys. Patients were treated as individuals and their preferences were supported. People had choice in their care and treatment.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness.

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

The practice treated people with empathy and compassion and respected their privacy and dignity. For example, additional rooms were available if patients needed to talk with reception staff in private.

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.

Patient communication needs were met to enable them to be fully involved in their care. There was information available to support carers. This meant they were able to care for their loved ones, knowing that their needs were also recognised and respected. The provider had identified 268 carers which was approximately 2% of its total patients list.

The patient survey results suggested 79%respondents felt the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment in comparison to the national average of 74%.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

They provided patients with information and guidance to enable them to make informed decisions about their care. The patient survey results from 2025 indicated 46%respondents usually get to see or speak to their preferred healthcare professional when they would like to in comparison to the national average of 40%.

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.

The national patient survey results from 2025 indicated that 94%of the respondents felt their needs were met during their last general practice appointment in comparison to the national average of 90%.

The practice had a new system for appointment triage that ensured people with immediate needs had access to services. Patients could complete an online form to request an appointment and get the right help and care for their need. This was more convenient for some people, for example, patients who found it difficult to call the surgery because of work or caring commitments.

Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff we spoke with gave positive feedback about the practice. For example, staff told us they worked well as a team, and colleagues supported one another.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as considering their personal circumstances and needs. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice.