Prince Avenue Surgery Also known as Dr Sooriakumaran & Dr Santhakumar

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

At our last assessment in 2015, we rated this key question as Good. At this assessment, the rating remains the same.

People were supported and treated with dignity and respect and were actively involved as partners in their care. Staff demonstrated compassion, acknowledged individuals’ unique circumstances, and promoted independence, choice, and control. The service responded promptly and effectively to people’s immediate concerns. Patients had access to clear, relevant information to help them make informed decisions about their care and treatment. Robust systems and processes were in place to support staff wellbeing and enable the delivery of person-centred care.

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 practice 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 results of the most recent national GP Patient Survey, conducted between 30 December 2024 and 1 April 2025 showed that 87.5% of respondents said the healthcare professional treated them with care and concern, and 88.8% felt they were good at listening to them. Additionally, 93% of respondents expressed confidence and trust in the professional they saw or spoke to. These results were above national averages. Patients we spoke with confirmed they were treated with dignity and respect.

Complaints were handled promptly and confidentially.

Arrangements were in place to promote patients’ privacy, including a private room for patients who were distressed or needed to discuss sensitive matters. There was a hearing loop at the reception desk for patients with hearing impairments, although some staff expressed lack of training and use of the equipment.

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.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. National GP Patient Survey data ,30 December 2024 -1 April 2025 showed that 89.6% of the respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment.

Staff helped patients and their carers to access advocacy and community-based services. There were leaflets in the waiting room to signpost patients to a wide range of additional support and wellbeing resources.

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, including mental health crisis teams.

Staff were able to recognise when individuals needed urgent help or support, and they used appropriate tools and technology to assist. Same-day appointments had been available for patients requiring immediate care. The length of call waiting times and response rates were monitored to ensure patients’ needs were addressed promptly.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

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 regular breaks and rest areas. Staff reported being supported if they were struggling at work. Leaders provided facilities for team building days, and frequent treat days were established within the practice.

Staff also told us that they enjoyed going to work and that they felt very supported and understood by leaders.