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

Arrangements were in place to promote people’s privacy. During the onsite visit, we observed staff speaking to people with kindness.

Data from the 2025 National GP Patient Survey data reflected people felt listened to and were treated with kindness. For example, 86% of responders said they felt the healthcare professional they saw at their last appointment was good at treating them with care and concern. This was in line with the national average of 86% and local average of 88%.

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.

Peoples’ personal, cultural, social, religious and equality characteristics needs were understood and met. Peoples’ communication needs were met to enable them to be fully involved in their care. During the inspection, we identified the hearing loop in reception was broken. Staff told us this was in the process of being repaired and they had not been made aware of this affecting any people who used the service.

The service was accredited as Veteran Friendly and raised awareness of available support services for people with a military background.

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 community-based services.

The service website also contained a link to the NHS Health A-Z to support people to self-manage minor illnesses and injuries.

Translators could be booked to support people to attend appointments if English was not their first language.

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 to triage appointment requests that ensured people with immediate needs had access to services in a timely manner. Staff had access to an ‘A-to-Z’ guide to support them to direct telephone calls to answer queries, redirect callers elsewhere such as emergency services or book appointments where required. A ‘duty GP’ was available to support staff with clinical queries or urgent requests.

People could request an appointment with a named clinician. If there was no availability with that named clinician, people were either offered an appointment with another clinician or placed on a waiting list for the named clinician and as soon as an appointment became available, it would be offered to them.

Data from the 2025 National GP Patient Survey data were positive about people’s experience at their last appointment. For example, 93% of responders said they felt their needs were met. This was above the national average of 90% and local average of 91%.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Feedback from staff we received demonstrated they felt valued and respected by leaders at the service. Staff told us leaders were supportive, and there was a positive, friendly working environment.

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 told us they felt valued by leaders and reported being supported if they were struggling at work. We saw monthly whole team meetings were established within the service and wellbeing activities were offered, such as a recent pottery painting session.