Mile Oak Medical Centre

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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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

The service performed above the national average in the results of the 2025 National GP Patient Survey. The results showed people felt listened to and reported being treated with kindness. For example, 98% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to the national average of 86%. The service scored in the top 5% of general practices in Sussex for this indicator.

We received many positive comments from people using the service about this aspect of the service. People described the team as ‘kind’, ‘helpful’, ‘exceptional’’ and ‘compassionate’, and several commented that their concerns were taken seriously and the clinicians always listened to them. Themes included the sensitive way in which mental health concerns were explored; a non-dismissive attitude to the menopause and compassion shown at the end of life and following bereavement.

The service had extended the standard appointment length to 15 minutes. The GPs told us this gave them time to explore more complex issues with people without having to rush.

All staff we spoke with said they were committed to providing a caring service. Staff consistently told us that the GP partners led by example, demonstrating caring behaviours in their daily interactions with staff and people using the service.

The service had arrangements to promote people’s privacy. On the day of assessment, there was an unexpected medical emergency and the staff took care to protect the person’s privacy and dignity while urgently responding.

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.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.