City Way Surgery

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• 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 requires improvement. At this assessment, the rating has changed.

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.

We observed that staff treated patients with kindness, empathy and compassion while also showing respect for their privacy and dignity.

Arrangements were in place to promote patients’ privacy. 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 majority of patients felt they were shown kindness, compassion and dignity. Results from the national GP patient survey (2025) showed 74% of respondents felt they were treated with care and concern (national average of 85%); 75% reported the clinician they had seen at their last appointment was good at listening to them (national average at 86%); 87% reported having confidence and trust in the clinician they had consulted with (national average being 93%).

Feedback from the NHS Friends and Family Test, collected between August and November 2025, showed the majority of patients described staff as caring, helpful, and professional.

The practice treated patients as individuals and made sure patient’s care, support and treatment met their needs and preferences. They took account of patient’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.

The practice shared feedback they had received from a patient, who reported that health professionals listened carefully to their concerns and took time to explain care and treatment options, contributing to a positive overall experience.

The practice promoted patients’ independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing.

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

Results from the 2025 national GP patient survey showed that 81% of respondents said they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was slightly lower than the national average of 91%.

The practice had a designated healthcare professional who provided support to patients living with frailty, offering continuity of care and coordinating with other services to help individuals maintain independence and control. This role included patients receiving palliative care, ensuring their needs were identified at an early stage and that care was coordinated across relevant teams.

The practice was attentive to patient’s needs, preferences, and concerns. Staff responded promptly and sensitively, taking action to reduce any discomfort, anxiety, or distress as it arose.

Staff told us about an incident in which a patient expressed dissatisfaction with the way they had been treated by a healthcare professional. The patient, who was experiencing emotional distress, was supported by another member of staff who took them to a consultation room to provide privacy. Although this occurred close to the end of the working day, a clinician agreed to see the patient and provided further support.

There was a system for appointment triage that ensured patients with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

Reception staff were able to offer a private area for patients who preferred a discreet and calm space away from the main waiting area.

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

Staff we spoke with told us they felt valued, respected and supported by leaders. They also described a range of wellbeing measures in place, including flexible working arrangements and phased return‑to‑work plans, which helped staff manage their health, maintain a positive work–life balance, and feel supported during periods of absence or transition.

Some staff told us their workload was high and felt they would benefit from additional administrative time to catch up on tasks.