Capelfield 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. The service performed better than the national average in the results of the 2025 National GPPS. This showed people felt listened to and felt they were treated with kindness. For example, 94% 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%. The survey results also showed 94% of people felt that during their last appointment the healthcare professional was very good or good at listening to them, compared to a national average of 87%. The local Integrated Care Board (ICB) had acknowledged the service’s achievement in the 2025 National GPPS with a letter of congratulations because the service was 1 of the 10 most improved from 2024 in the ICB area.

We also found the local authority had recognised the work the service and PPG did to support local people. These achievements were also mirrored in feedback from people we spoke with during our assessment who described how they experienced “kindness in consultations” and how “staff listened and communicated clearly as well as trying to accommodate their needs as best as they could”.

We also spoke with a member of the service’s PPG who confirmed that people are treated with kindness and compassion and the overall atmosphere of the service is friendly and inviting. Positive praise was given about all roles in the service with reception staff being described as “approachable and welcoming”. We were also told the service supported people well by explaining the reasons for any changes, for example why the location of blood tests was not always at the service. This helped people using the service to understand and managed expectations.

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.