Lee Road 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 inspection we rated this key question as good. At this inspection, the rating remains the same.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. The National GP Patient Survey published in July 2024 showed that patients felt listened to, and that they were treated with care and concern. Patients had confidence and trust in the healthcare professional they saw or spoke to and responded positively to the overall experience of their GP practice. Staff at local care homes supported by the GP practice told us patients living in the home were treated with care and compassion and made to feel important.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Patients’ equality characteristics were understood. Patient communication needs were met to enable them to be fully involved in their care. The National GP Patient Survey published in July 2024 showed that patients were involved as much as they wanted to be in decisions about their care and treatment. Patients told us they were given sufficient time in their appointments to discuss their concerns. Care and treatment was explained in ways that were easy to understand.

The service promoted people’s independence so people knew their rights and had choice and 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 of appointment triage that ensured people with immediate needs had access to services. There was a duty GP system where patients requiring urgent appointments were added to the duty list throughout the day. Processes ensured these patients could access same day appointments. Reception staff were trained to identify potential emergencies, for example recognition of signs and symptoms of sepsis, to ensure patients received timely and appropriate care. Patients told us they could request the type of appointment they wanted, for example face to face or telephone and could request a named GP, however these requests could result in longer waits for appointments.

The service cared about and promoted the wellbeing of their staff. Staff were supported and enabled to deliver person-centred care. Staff told us they felt valued and supported by leaders.