Holly Tree 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 good. At this assessment, the rating remains the same.

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.

The service had arrangements to promote people’s privacy. This included a room near the reception and waiting area to have private conversations.

The service performed better than the national average in the results of the 2025 National GP Patient Survey (GPPS) and since the assessment, the GPPS have published new results in July 2026.

For example, the percentage of respondents to the 2025 GPPS who responded positively to the overall experience of their GP practice was 78.6% compared to a national average of 75.4% and in July 2026 this was 75% compared to a national average of 77%.

The survey also found the percentage of respondents to the GPPS who stated that during their last appointment, the healthcare was very good or fairly good at listening to them was 84.5% compared to a national average of 86.9%. The 2026 results showed an increase to 86% compared with a national average of 87%.

Another result from the 2026 survey was that 84% 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%. These were the same as the 2025 survey results.

We did not receive any feedback from people using the service via our Give Feedback on Care process during the assessment, but the survey results mirrored the feedback from people we spoke with during our assessment. They were also similar to the results of the NHS Friends and Family Test which the service used to gather feedback from people using the service. In May 2026, the results from people responding about their experience of the service were 89% positive and 8% negative. These results were consistent with the previous 4 months, although those months had slightly higher positive and lower negative response rates. Comments within the responses described staff very positively including for their kindness. There were no themes in the negative comments regarding the kindness or compassion of staff. This showed people felt listened to and felt they were treated with kindness.

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.