Moulton 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

Staff consistently treated people with kindness, respect, and compassion. Patient feedback was positive, highlighting those individuals felt valued, and their preferences were respected. People were supported to make informed choices about their care and treatment. The practice also promoted staff wellbeing, fostering a supportive environment for both patients and staff. This key question was rated as good at the previous assessment, and this rating remains the same for this assessment.

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.

Staff supported the community with much of the feedback from patient surveys highlighting the practice’s active involvement in community initiatives. Measures were in place to promote and protect patients’ privacy, and data from the National GP Patient Survey showed that people felt listened to and treated with kindness. Staff demonstrated a sound understanding of their duties, and appropriate processes were in place to ensure that young people could exercise control over their privacy and determine the level of parental involvement in their care and decision making.

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 cultures, backgrounds and protected characteristics.

The service provided clear, accessible health information through posters, leaflets, and their website, which also outlined how to request materials in alternative formats or access interpreter support. The building was equipped with features such as disabled access and hearing loops to meet a range of accessibility needs. Staff were attentive to the diverse cultural, social, and religious backgrounds of patients, adapting care accordingly. The practice demonstrated an awareness of its multicultural population through posters and leaflets displayed in the waiting area. The Patient Participation Group (PPG) actively engaged with different community groups to promote awareness of available services. Communication needs were well supported, enabling patients to participate fully in their care.

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

Staff were trained to encourage independence and empower patients in making informed choices about their care. They provided relevant information and respected individuals' decisions. The practice promoted healthy lifestyles through visible posters and leaflets within the building. Its website offered details on how to access information in various formats, such as large print, easy read, audio, or braille, and how to request interpreter or advocacy support.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs 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.

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

Staff told us they felt valued by leadership, who had taken active steps to support their wellbeing. This included providing appropriate resources and facilities to ensure a safe and healthy working environment, such as designated rest areas and regular breaks. Staff said they felt supported when facing challenges at work. We also saw that the practice organised team-building days to strengthen staff relationships and morale.