Saltdean and Rottingdean Medical Practice

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 with kindness and respect.The 2025 National GP Patient Survey results indicated people were treated with kindness. For example, 84% of respondents found the reception and administrative team helpful, compared to 83% nationally. We observed reception staff interacting with people with compassion and understanding, in order to get them the most appropriate service or appointment.The service was clear about their duty to respect people’s privacy 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. The service provided information about this on their website.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, goals, culture and unique backgrounds and protected characteristics.People were asked when they registered with the service about their preferred method of communication and if they required support and this was documented in their clinical records. Staff were aware of people’s preferences, culture and beliefs where appropriate. Systems were in place to enable people to achieve positive outcomes and to fulfil their wishes, for example, at the end of life. People who provided feedback for this assessment told us clinicians actively listened to them and did not dismiss their views or experiences. Results from the 2025 National GP Patient Survey showed that 82% of respondents said that the healthcare professional they saw, or spoke to, was good at listening to them during their last general practice appointment, compared to 87% nationally.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Staff helped people and their carers to access advocacy and community-based services.We saw clear evidence of effective teamwork between different professionals, with care plans in place for people with more complex needs. These plans were developed and reviewed with the involvement of people and their families.

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.

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 were valued by leaders. 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 service.