Eve Hill Medical Practice

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 Outstanding. At this assessment, the rating remains the same.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The service consistently treated people with kindness, empathy and compassion, ensuring their privacy and dignity were respected at all times. Staff also demonstrated professionalism and respect in their interactions with colleagues across partner organisations, supporting effective collaborative working.

The practice had actively committed to promoting dignity, having signed up to the ‘Dignity in Care’ initiative. 2 staff members had completed additional training and were appointed as dignity champions, enabling them to lead, promote and embed best practice across the service. This reinforced a strong, organisation wide culture of respect, inclusion and person-centred care.

The practice demonstrated a compassionate and proactive approach to supporting patients following bereavement. This included the introduction of a dedicated Baby Loss Support Letter, providing timely, empathetic and sensitive communication following loss. The letter offered emotional reassurance, practical guidance, and clear signposting to bereavement services, while reinforcing the availability of ongoing support from the practice. Embedded into clinical and administrative workflows and supported by staff training, this ensured consistent and sensitive use, reflecting a strong commitment to personalised, trauma informed care.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. The GP National Survey Data for 2025 showed that 94% of people felt that during their last appointment, said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. This was above the local average of 84% and national average of 87%.

97% of people stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to which was above the local average of 91% and above the national average of 93%.

The practice gathered Friends and Family scores, which consistently reflected high levels of patient satisfaction. Feedback from patients was shared with staff to encourage and reinforce good practice. The practice used all comments as an opportunity for learning and improvement.

21 patients provided feedback directly to the Care Quality Commission, of which 19 (90%) reported a positive experience of the practice. Patient comments consistently reflected a high standard of care, with individuals reporting that they felt valued, respected, reassured, and well supported. Patients highlighted that staff took the time to listen carefully to their concerns and were proactive in working collaboratively to find appropriate solutions to meet their needs.

Arrangements were in place to promote patients’ privacy. Staff that chaperoned patients were aware of their responsibilities in maintaining a person’s dignity and safety, including during an intimate examination. We observed notices around the practice advising that chaperones were available and how to request one. 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 service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service 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. The practice demonstrated a proactive and highly person-centred approach to equitable access. A reasonable adjustments policy was embedded, supported by the use of detailed alerts on patient records. These captured a wide range of individual needs, including communication preferences, appointment and contact adjustments, environmental and mobility requirements, as well as cognitive and clinical considerations. Systems enabled staff to anticipate and respond effectively to patients’ needs, ensuring care was tailored and accessible at every interaction. Patients’ communication requirements were consistently identified and met, supporting them to be fully involved in decisions about their care and treatment. In addition, staff had timely access to interpreter services, ensuring that language barriers did not impact on the quality or safety of care.

We saw evidence of support tools and advice to aid people’s independence and support. For example, all staff had received training about autism and learning disabilities and were able to support people who found it difficult to be independent and to access services. The practice had a sensory box available if patients struggled with the sensory environment of the practice.

The practice demonstrated a strong commitment to equality, diversity and inclusion. All staff had completed LGBTQIA+ awareness training to improve understanding, promote inclusivity and ensure services were responsive to the needs of all patient groups. The practice held recognised accreditations, including being registered as a Safe Surgery (a Safe Surgery is a GP practice with a declared commitment to addressing the barriers people face in accessing healthcare or support, including refugees). and a Veteran Friendly practice. This reflected a proactive approach to meeting the needs of diverse populations.

The service maintained an active register of carers, supported by a dedicated carers champion who provided oversight and advocacy. There were 668 patients identified as carers (8% of the patient population), who received regular contact and support. Systems ensured carers were identified at the point of registration, and their wellbeing was routinely reviewed. Carers were proactively supported through flexible and responsive arrangements, including access to vaccinations such as flu and COVID-19, pre-bookable appointments, and the option to coordinate multiple appointments to reduce the need for repeated visits. The practice had reviewed its approach to supporting carers and introduced 2 additional pop-up alerts within the clinical system to prompt staff to assess carers’ mood during reviews. Carers were also signposted to relevant support services where appropriate.

Score: 3

The service 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. The people we spoke with on the day of the onsite assessment told us they felt included in decisions about their care and treatment.

Feedback from the National GP Patient Survey data found:

• 94% of respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, which was above the local average of 90% and above the national average of 91%
• 97% of the respondents felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment, which was above the local average of 91% and above the national average of 92%

The service 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. The people we spoke with on the day of the onsite assessment told us they felt included in decisions about their care and treatment.

Feedback from the National GP Patient Survey data found:

• 94% of respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, which was above the local average of 90% and above the national average of 91%
• 97% of the respondents felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment, which was above the local average of 91% and above the national average of 92%

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 had an effective appointment system that ensured patients with immediate or urgent needs were able to access care promptly. Reception staff were supported by a Duty Doctor who was present daily within the reception area, providing real time clinical oversight. This enabled immediate validation of decisions, timely escalation where required, and a responsive approach to managing patient demand or clinical queries.

Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Staff were all trained in recognising the signs of sepsis and a deteriorating patient and staff knew where to access emergency equipment.

The results of the GP National Patient Survey showed that 96% of patients felt their needs were met during their last appointment, which was above the local average of 88% and national average of 90%.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff consistently reported that leaders were highly supportive, approachable, and genuinely committed to their wellbeing. There was a strong, positive culture in which staff felt valued, respected, and well supported by both leadership and colleagues. Staff spoke positively about their working environment, describing high levels of morale, strong team cohesion, and a shared sense of purpose. A dedicated wellbeing team was in place, demonstrating a proactive and embedded approach to staff support. They had implemented a comprehensive and innovative range of initiatives to promote, enhance, and sustain staff wellbeing.

The service actively sought and responded to staff feedback. Annual staff surveys were undertaken, and tangible improvements had been implemented as a direct result. These included adjustments to clinic times, flexible changes to staff working hours, the introduction of standing desks, and the creation of a staff book club to encourage engagement and social connection. Regular newsletters and access to mental health support further reinforced the organisation’s proactive approach.

A menopause policy was in place, demonstrating a commitment to inclusivity and practical support. This was complemented by a “comfort box” located within staff facilities, providing menstrual and menopause related supplies. The service also recognised the needs of neurodiverse staff, enabling the use of headphones to listen to music during work to support concentration, reduce stress, and enhance the working environment.

Wellbeing was underpinned by a clearly defined strategy and an inclusive leadership pledge. This was embedded within governance structures and supported by a culture that prioritised psychological safety, inclusion, and continuous learning. A monthly staff wellbeing forum provided a structured opportunity for engagement, reflection and improvement.

Initiatives such as ‘Wellbeing Wednesdays’ had been introduced to promote positivity and reinforce organisational values. These provided structured, themed communications aligned with the NHS People Promise, combining awareness, recognition and practical resources for staff. A visible wellbeing and positivity board further celebrated achievements and encouraged staff engagement.

Leaders had undertaken additional training to support compassionate conversations and implement reasonable adjustments, ensuring that staff felt understood and supported in their individual needs. A comprehensive wellbeing and inclusion report had also been completed, and the service ensured multiple, accessible channels for staff to provide feedback. These included an open-door policy, suggestion boxes, and formal surveys, recognising that different mechanisms suit different individuals.

The service actively promoted equality, diversity and inclusion, including a clear commitment to LGBTQIA+ inclusion. This was reflected in staff training, a zero tolerance approach to discrimination, and visible awareness materials within the practice. Social events, celebrations of milestones, and recognition of long service further contributed to a positive and cohesive workplace culture.

Practice wide learning events were regularly held, incorporating sessions focused on wellbeing, such as mindfulness. In addition, staff were supported through clear signposting to employment services, mental health resources, and occupational health support.