Moorfield House Surgery

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• 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 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. Staff also described a positive working environment and told us they felt listened to.

The service had arrangements in place to protect people’s privacy and dignity. At both sites, there were areas away from reception where patients could speak to staff confidentially, and separate rooms were available for private discussions and breastfeeding. Consultation rooms were positioned to maintain confidentiality, and conversations could not be overheard. The service also provided access to interpreting services, including British Sign Language (BSL), to support patients with communication needs. The need for a hearing loop had been assessed and was not required for the population.

The service had carers register in place to help identify and support patients with additional needs.

Results from the 2025 National GP Patient Survey were above national averages. For example, 92% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern, compared with a national average of 86%. Similarly, 94% of patients said they felt listened to during their appointment, compared with a national average of 87%. This was mirrored in feedback from people we spoke with during our assessment who described staff as caring, saying they felt listened to.

Feedback we received from patients indicated they felt listened to, supported and treated with care, and that the service made efforts to accommodate their needs where possible.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.