Norfolk Street 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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

This service scored 80 (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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness.

Patients who were carers, with their consent, were noted as carers on the practice’s electronic system forming a register of carers. Carers were supported by a designated staff member who contacted and sent information onto these carers.

Bereavement support was available, and condolence cards sent, and patients asked if they needed any support and appointments during this time. A message was sent to all staff to let them know when a patient had passed away, for respectful awareness should a family member contact, or attend the practice.

Staff we spoke with understood Gillick competency 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 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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. For example, some of the clinical staff could speak several languages such as Urdu and Arabic, so patients whose first language was either Urdu or Arabic could access a consultation in their first language. This was provided as well as having access to an interpreter service. Patients who requiredinterpreter services had electronic notes for staff to alert them to book interpreter services and longer appointment times. The service offered where possible, patient choice to see either a male or female staff members.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The National GP Survey (2025) results found that 88% of patients who responded to the survey were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment.

Staff helped patients and their carers to access advocacy and community-based services.

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.

The National GP Survey (2025) results found that 82% of patients who responded to the survey felt their needs were met during their last general practice appointment.

There was a system for appointment triage that 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 always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they were valued by leaders. Feedback from staff to the Care Quality Commission were all extremely positive around the leadership team and the support they received.

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. We saw team building days were established within the practice. We found that staff appraisals, were slightly behind but planned catch ups measures were in place. Staff told us they had paid time off given for medical and dental appointment. That return-to-work meetings took place to support staff and manage sickness in a proactive,supportive way. Staff had access to an employee assistance programme, with access to a 24-hour helpline for support through any of life’s issues or problems. They had access to the staff psychological wellbeing hub. The service valued and recognised staff’s commitment and provided an extra birthday day off, (for all staff after 1 year of employment). The service had reviewed and amended their holiday policy in order that staff could carry a maximum of 3 days over to the new holiday year, with holiday increases after years of service. Staff whose role involved potential lone working with home visits, following individual risk assessments, two staff members attended.

Staff informed the managers or partners if they had any problems or concerns regarding their work, workload. Panic buttons were installed in the clinical rooms. Patients with the potential or known violent or abusive behaviours had electronic alerts to ensure staff security and safety considerations. The premises and staff areas could only be accessed by staff with a security fob. The practice provided and paid for car parking for all staff.