Crown Street 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 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 practice treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. The 2025 National GP Patient Survey data reflected people felt listened to and were treated with kindness. In the 2025 National GP Patient Survey 88% of people who responded said that the healthcare professional was very good at treating them with care and concern (national average of 86% and local average of 83%). On the day of our on-site assessment, we observed reception staff treating patients with dignity and respect.

Staff we spoke with understood Gillick competency 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 and support.

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patient feedback from the 2025 National GP Patient Survey, 93% of patients said they were involved as much as they wanted to be in decisions about their care and treatment (national average 91% and local average 90%). Leaders explained they listened and responded to patient feedback.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services. Information was available in the waiting area and on the practice website which advised people how to access a range of support groups and organisations.

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 practice listened to and understood people’s needs, views and wishes. Leaders believed they were satisfying patient needs as they told us they were providing longer appointments for patients that required support.Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Leaders at the service said they welcomed feedback from staff and staff told us they were valued by leaders. The latest staff survey found 92% of staff felt positive about their wellbeing and happiness at work. We saw that feedback was used to make positive changes such as social and morale initiatives.

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 work lunches and staff outings were established within the practice.