Tower House 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 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 has stayed 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 treated colleagues from other organisations with kindness and respect. Staff were observed to be respectful and helpful to people visiting the service. Arrangements were in place to promote people’s privacy. National GP Patient Survey data from 2025 indicated 87% of people felt listened to and were treated with kindness.

Staff we spoke with understood how young adults under 16 with capacity make relevant decisions, 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 had received Family and Friends Test (FFT) feedback, and for July 2025, 55% people who responded said their overall experience of the service was very good and 30% said it was good.

The service 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. People personal, cultural, social, religious and equality characteristics needs were understood and met. The National GP Patient Survey data from 2025 indicated people felt involved in decisions about their care. For example, 90% of respondents stated, during their last appointment, they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable with the national average of 91%.

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 people and their carers to access advocacy and community-based services. People reported high levels of satisfaction with the service as they knew what the next steps would be after making contacting. Systems, processes and guidance were in place to inform staff on how to maintain patient’s independence, choice and control. These included staff training in obtaining consent and supporting clinical staff with advanced life decision-making policies. Other staff training included awareness of the Mental Capacity Act and learning disability and autism.

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 system for appointment triage which ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

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 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 also shared a strong sense of team pride and job satisfaction and considered the service provided enough guidance and written procedures to perform their role. Staff described a clear appreciation for supportive colleagues, flexible working arrangements and specialist expertise within the nursing team.