Albany House 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

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 provider treated people with kindness, compassion and respect. People's privacy and dignity was protected.

People told us they felt listened to and involved in decisions about their care and treatment. They had confidence and trust in the healthcare professionals they saw. Feedback received by CQC was positive and reflected people's experiences of being treated with kindness and respect. Patients described staff as caring, professional and responsive to their needs. Some people told us they valued being able to see the same clinician, which helped them build trusted relationships with staff.

Staff took account of people's individual needs. For example, they provided extra support for people living with dementia, people with learning disabilities and those who needed help to access services. Staff also worked with carers and family members to support people to receive the care they needed.

Staff understood the importance of maintaining confidentiality and could offer patients a private space to discuss sensitive matters. During our assessment, we saw caring and respectful interactions between staff and patients. Staff took the time to understand people's circumstances and provide person-centred 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.