Nethergreen 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. Staff described a highly positive working culture, characterised by strong teamwork and a supportive, inclusive team ethos. All staff we spoke with expressed pride in working at the practice and described leaders, including the GPs, practice manager, and lead nurse, as highly supportive both professionally and personally. Staff shared several examples of being supported with personal circumstances and health and wellbeing needs, including the provision of ergonomic equipment such as adjustable chairs and desks to accommodate individual health requirements.

The service had arrangements to promote people’s privacy. Chaperones were available when required, with posters displayed throughout the practice and staff appropriately trained. The service exceeded both local and national averages in the results of the 2025 National GP Patient Survey. This highlighted that 100% of people had confidence and trust in the last healthcare professional that they saw, 98% of people felt listened to (national average 87%) and 99% 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%. This exceptionally positive feedback was reflected in responses from patients, including the national Friends and Family test, where people consistently described staff as friendly, helpful, caring, thorough, kind, and professional. We also saw numerous personal letters from patients sharing positive experiences, highlighting strong communication, effective teamwork, and feeling reassured by clear explanations regarding results and referrals. Staff shared multiple examples of colleagues going above and beyond to support patients. For example, an elderly patient was invited into the practice three times a week to receive support with applying prescribed cream, as they were unable to do this independently and did not have a carer. In another instance, a GP visited a patient and spent time coordinating a package of care to meet their non-medical needs.

The provider demonstrated a strong commitment to listening to staff, with surveys completed and actions taken to drive improvements. For example, the small garden at the back of the surgery had been enhanced to provide a space for breaks and wellbeing. Staff also participated in an art therapy session, which they told us was enjoyable and supported team building and working relationships. Staff reported feeling valued, noting that GPs regularly brought in breakfast for the team as a gesture of appreciation. In addition, some staff had recently completed training to become menopause and domestic abuse champions, with plans for this to be rolled out to further support colleagues.

Social prescribers, working through the PCN collaborated with the provider to support patients through holistic assessments. They offered a range of services, including a listening service, bereavement support group, an art group and a pain café, alongside providing personalised support and signposting to appropriate services and various support agencies.

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.