The Ridgeway 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, 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. In the 2025 National GP Patient Survey, 77% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment, which was below the national average of 86%. Patients we spoke to told us that non-clinical staff “were very supportive.” Another patient told us they “were very helpful and nice.”

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. The practice recognised that their patient population was diverse and that individual beliefs, preferences and circumstances can influence how people access and experience healthcare. To support patients, they had interpreters where required, translation services, support patients with hearing, visual, learning or cognitive impairments. The practice also accommodated patients of different religions, for example, considering the impact of religious observances, such as Ramadan, when discussing medication, blood tests and appointments with patients.

The practice could refer to a variety of services such as Social Prescribing, Care Coordinators, Carers' support services, Community and voluntary organisations, Advocacy services and Local authority and welfare support services.
 

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Patients had access to a social prescriber.

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. The practice used a comprehensive same-day access and clinical triage system to ensure patients with urgent healthcare needs receive an appropriate and timely response. Reception staff are trained to identify red flag symptoms, vulnerable patients and situations requiring immediate escalation. Reception staff we spoke with were aware of what to do if a patient required urgent attention in the waiting room. Patients were signposted to the most appropriate service for their needs which included Pharmacy First, the Community Pharmacy Minor Ailments Scheme, urgent treatment centres, self-referral services, social prescribing, community services and specialist urgent eye care pathways.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All Staff we spoke with told us they were supported by leaders. Staff felt leaders were approachable. We saw team building days were established within the practice.