Cambrian 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 on the whole treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy including the offer of a private room should patients wish to talk to staff in private.

National GP Patient Survey 2025 data reflected that 89% of people felt listened to during their last general practice appointment, with a further 88% feeling they were treated with care and concern. Practice figures were slightly higher than local and national averages.

The practice had identified 467 (4%) of patients as carers, which also included children. Carers had access to the care co-ordinators and social prescribers, who offered local and national support. The practice’s website, notice boards and social media page also included information about support networks.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

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. A communication policy was available for staff reference. Information on the provider's website was available in different languages. Easy read templates were available for patients with a Learning Disability. The practice had access to interpreters. Longer appointments were offered to patients that may need more time, as well as earlier and later appointments.

The practice was a veteran friendly accredited GP practice and had a lead GP assigned to veterans.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The results of the GP patient survey showed that 97% of people felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was higher than the local and national average.

Staff helped patients and their carers to access advocacy and community-based services.

The service listened to and understood people’s needs, views and wishes. Shortly after our site visit, the practice had set up a new system for appointment triage that aimed to ensure people with immediate needs had access to services. The receptionists care navigate to ensure patients with urgent needs were prioritised. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

Feedback from staff was mainly positive. The service cared about and promoted the wellbeing of their staff.

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. Staff told us they worked within a happy and supportive team. The partners were described as very generous, and staff get togethers were arranged for example festive parties and summer BBQs. Staff told us they had received staff appreciation gifts.