The Dovecot 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 aimed to treat people with kindness, empathy, and compassion, while respecting patients’ privacy and dignity. Staff were generally observed to treat patients and colleagues, including those from other organisations, with courtesy and respect. Measures were in place to promote patient privacy.

Results from the 2025 National GP Patient Survey (GPPS) showed that 84% of patients who responded felt they were treated with care and concern, which was comparable to the national average of 86%. However, the survey also indicated that only 59% of patients who responded found the reception and administrative team helpful, compared with the national average of 83%.

A review of the complaints log for 2024 and 2025 identified a recurring theme around staff attitude and communication.

In response, the practice implemented actions to improve communication and interpersonal skills. During the Protected Learning Time (PLT) session on 14 October, staff took part in a communication skills workshop, including role-play exercises to help identify potential triggers and areas for improvement. In addition, leaders told us all staff had completed online conflict resolution training to support positive and empathetic interactions. While the practice had taken positive steps to address concerns around staff attitude and communication, including targeted training and workshops, further monitoring was required to ensure these improvements were sustained.

The practice also demonstrated compassion and dignity through its community initiatives, including support for the Hey Girls charity, which provided free period products to help tackle period poverty.

The service treated people as individuals and ensured their care, support, and treatment reflected their needs and preferences. Patients’ personal, cultural, social, religious, and equality characteristics were understood and respected.

When registering, patients were invited to provide their chosen name and any relevant preferences, which were recorded and respected throughout their care. The practice accommodated requests to see female staff wherever possible, supporting patient comfort and dignity.

The practice also demonstrated respect for religious and cultural needs, supporting observance where appropriate and fostering a shared cultural understanding, including an occasion where shared cultural cuisine was celebrated within the team.

Measures were in place to protect privacy and dignity, such as notices inviting patients to request confidential discussions in a private room.

The service made adjustments for patients with communication barriers. Language interpreters were available when required, and a quiet room was offered for those who may find busy environments overwhelming, such as patients with learning disabilities or sensory needs.

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.

Data from the 2025 National GP Patient Survey showed that 89% of respondents felt they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable to the national average of 91%.

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.

There was a clear system for appointment triage, which ensured people with immediate needs had access to services without delay. Staff had completed care navigation training and used a care navigation booklet to support consistent and effective signposting. This helped them to identify when patients required urgent attention and escalate concerns appropriately.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and supported by leaders.

Following a staff survey in June last year, leaders identified that some team members were experiencing stress. In response, the practice created a dedicated ‘Huddle Zone’ in the Practice Manager’s office, a space designed to support staff wellbeing by offering a quiet area to de-stress and feel supported. The Huddle Zone was available every Tuesday and Friday, or as needed, and was equipped with resources intended to promote relaxation and comfort.

Leaders also improved the physical environment to promote wellbeing. Due to concerns about local safety issues, the practice added a picnic table to a small garden space, giving staff a safe and calming outdoor area for breaks. Staff also had access to the NHS staff support helpline, and the practice planned to repeat the staff survey annually to monitor wellbeing and identify further improvements.

Leaders encouraged open communication and regular informal check-ins helped strengthen relationships and maintain morale.