The Pump 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The service had arrangements to promote people’s privacy. The service performed in line with or better than the national average in the results of the 2025 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 82% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to a national average of 86%. Current unverified GP Patient Survey data for 2026 showed that 86% of respondents were now positive about this, which demonstrates an increase in satisfaction. This was mirrored in the feedback we saw in online reviews of the service. For example, in May 2026, the practice received 275 feedback comments on friends and family test. Of these reviews, 227 patients reflected their experience of the practice had been very good and 31 patients reflected it had been good. 2 patients stated they had a very poor experience, 5 stated they had a poor experience, 9 patients stated it was neither good nor poor and 1 patient didn’t know. Examples of words used in the comments to describe the practice included, prompt, efficient, professional, helpful, friendly, informative and compassionate. Patients noted they felt listened to, reassured and treated with kindness. Friends and family comments for June 2026 were also reviewed, and these presented a similar picture, with most patients reflecting they had a very good experience.

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.