Archived: Collington 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 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 peoples’ privacy. For example, the National GP Patient Survey data published in 2025 reflected people were treated with care and concern with 87% of respondents reporting positively on their experience. This was in line with the local average of 88% and the national averages for people’s experiences of 88%.

People were treated as individuals and staff made sure their care, support and treatment met their needs and preferences. For example, staff were aware of people’s faith and beliefs where appropriate and ensured systems were in place to support them to have their wishes fulfilled (end of life care).

Respondents to the national GP patient survey for 2025 reported positively on the service they received with 87% stating the healthcare professional was good at listening to them. This was in line with the local and national levels of patient satisfaction.

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

88% of respondents to the national GP patient survey for 2025 reported they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable with the local average of 92% and national levels of patient satisfaction achieving 91%.

The service listened to and understood people’s needs, views and wishes. Respondents to the national GP patient survey 2025 reported high levels of satisfaction, with 90% stating their had confidence and trust in the staff. This was comparable with the local patient satisfaction level of 93% and the national level of 93%.

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 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.

Staff told us they found the management team accessible, knowledgeable and supportive personally and professionally. This had a positive impact on their working environment and the care they delivered to people.

Staff told us they felt listened to, heard and valued as integral team members and respected professionals. Where appropriate, the leaders provided timely, considered and appropriate responses to staff suggestions and feedback. For example, ensuring that staff working at the branch sites could access appropriate clinicians for advice at all times.

Staff told us managers and colleagues were supportive when faced with unacceptable behaviour by people.