Mowbray House 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 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The service had arrangements to promote people’s privacy. The service performed better than the national average in the results of the 2025 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 86% of respondents to the survey indicated that their overall experience of the GP practice group was positive, compared with the national average of 77%. Patients who responded to the survey indicating that they felt involved in decisions about their own care and treatment was 97%, above the national average of 92%. This was mirrored in feedback from people we spoke with during our assessment who described staff as “absolutely outstanding” and “second to none”.

Friends and Family Test data was extremely positive. A sample of the preceding months showed that from a sample of 1000 patients, typically 85% consistently rated the practice in the highest category of ‘very good’.

Staff we spoke to confidently described their approach to checking in on carers who were attending appointments with a relative. There was a drive among the team to ensure that not only were patients’ needs being met, but that those caring for them had their wellbeing considered also. They would signpost to local initiatives such as ‘Care for a Cuppa’ or refer to the social prescriber.

The practice could describe its caring approach to patients who were on a palliative care pathway. The experience of a ‘good death’ and dying with dignity was a priority. For example, the practice pharmacy team offered direct access and encouraged a patient and family to contact them whenever needed. Staff proactively contacted community pharmacies ahead of prescriptions being issued to ensure stock availability and sourced alternatives when required. This meant that the patient and family received timely access to medication, which reduced delays, anxiety, and distress during end-of-life care.

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.