St John's Medical Centre

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 inspection, we rated this key question as good. At this inspection, the rating remains the same.

The service was in breach of legal regulation in relation to regulation 17 (good governance) of the Health and Social Care Act 2008. Service user feedback from the National GP Patient Survey (2025) indicated that the practice was performing below national averages regarding kindness, compassion and dignity and being treated as an individual. The service had initiated work to address these areas, but at the time of the inspection the survey had not been repeated.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

There were systems and processes in place to promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, these systems were not always effective. We saw from the National GP Patient Survey that 62% of patients said that the healthcare professional they saw was good at considering their mental wellbeing (National Average 74%). The provider had developed an action plan to address this, which included training packages with clinicians at the service to develop this area. However, at the time of the assessment the survey had not been repeated.

The service did not always listen to and understand people’s needs, views and wishes.

There was a system for appointment triage that ensured people with immediate needs had access to services. The service did not always listen to and understand people’s needs, views and wishes. The National GP Patient Survey (2025) indicated that 79% of patients said the healthcare professional they saw or spoke to was good at listening to them. This was below the national average (87%). The provider had again developed an action plan to address this, which included training packages with clinicians at the service to develop this area. However, at the time of the assessment the survey had not been repeated.

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.