The Argyle 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 assessment in September 2016, we rated this key question as good. At this assessment in June 2026, 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 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. Patient feedback from the National GP Patient Survey indicated that 85% of patients found the healthcare professional treated them with care and concern (national 86%, local 84%).

Arrangements were in place to promote patients’ privacy. On the day of our on-site assessment, we observed reception staff treating patients with dignity and respect. There was a hearing loop in reception for people with hearing impairment. National GP Patient Survey data showed 85% of people felt listened to (national 87%, local 86%). 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 as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Patient feedback from the National GP Patient Survey found 95% of patients said they were involved as much as they wanted to be in decisions about their care and treatment (national 92%, local 91%).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.

All staff had completed specific training to improve their own knowledge and understanding of how to support different patients. This included training on equality and diversity and safeguarding.

The practice 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.

Information was available in the waiting area and on the practice website which advised people how to access a range of support groups and organisations. People could self-refer to a range of services using links from the practice website.

The practice 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 practice had a duty GP available every day who was available for advice and support as necessary.

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.Leaders believed they were satisfying patient needs as they told us they were providing longer appointments for patients that required support.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Leaders at the service said they welcomed feedback from staff and staff told us they were valued by leaders. The annual staff survey feedback showed that there were zero negative responses and 87% of staff would recommend the practice as a place of work. Leaders used staff feedback gathered to drive improvements.

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 for example there was a menopause policy in place.