Chapelthorpe Medical Centre

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. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The practice supported staff wellbeing.

At our last assessment, we rated this key question as Good. Following 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 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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey (2025) data reflected people felt listened to and were treated with kindness. For example, 87% of respondents reported finding the reception and administrative team at the practice helpful (national average 83%) and 88% of respondents reported that the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment (national average 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. For example, the practice was a ‘teenage friendly practice’ and actively welcomed teenagers to put them at ease. Where appropriate, patients aged between 12 and 16 could see a GP on their own and could ask to keep details of their consultations confidential.

The practice 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. For example, at the time of our assessment, the practice was in the process of improving the pathway for patients with a learning disability to include a 20-minute consultation with a GP for a full physical examination prior to their annual health check. The practice was also introducing health passports to support patients through their healthcare journey.

Information was available on the practice website to advise patients of reasonable adjustments that could be offered by the practice. This included information in large print or braille, and translation services including British Sign Language.

Feedback received via the National GP Patient Survey (2025) was positive regarding patient experience when attending the practice. For example, 96% of respondents felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment (national average 92%).

As part of this assessment, we invited patients to share their experience of the service they received via the Care Quality Commission website. We received feedback from 18 patients, 16 of which contained positive feedback. We heard examples of how patients had been fully assessed and supported when presenting at the practice with medical concerns. Less positive feedback was also received from 2 patients relating to access and medication reviews.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff proactively identified patients who acted as a carer and had a system to identify these on the clinical record. Staff helped patients and their carers to access advocacy and community-based services.

The practice worked with the health champions and hosted regular carer and friendship groups where external speakers were invited to provide information. For example, the dementia friendly society and Alzheimer’s society. GP trainees at the practice would also provide information on topics such as diet and osteoporosis. Staff told us that carers were able to have a warm drink, make friends with other carers and get peer support.

Feedback from the National GP Patient Survey (2025) was positive in relation to patient choice and involvement. For example, 95% of respondents felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (national 91%) and 41% of respondents reported that they usually got to see or speak to their preferred healthcare professional when they would like to (national 40%).

The practice listened to and understood people’s needs, views and wishes.

The practice used an online total triage system to ensure people with immediate needs had access to services. Requests were reviewed by a duty doctor and a member of the patient services team to enable the most appropriate appointment to be booked. Feedback we received from patients as part of our assessment was positive regarding the system. Many commented that the practice responded the same day with appointments being offered on the day of the request.

All of the staff we spoke to and received feedback from were aware of their role in the event of an emergency. They demonstrated that they knew the process for referral to emergency support, including mental health crisis teams.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders and were positive about working at the practice.

Leaders told us how they took steps to promote staff wellbeing, and this included flexible rotas in order to support work-life balance, dress down Fridays, shared meals during meetings, additional days leave for birthdays and half day in December, team building and social events, funded coffee machines, biscuits and fruit.

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.