De Beauvoir 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

People were supported and treated with dignity and respect and were actively involved as partners in their care. Staff treated individuals with compassion and recognised their unique circumstances, promoting independence, choice, and control. The service responded effectively to people’s immediate concerns. Patients had access to the information they needed to make informed decisions about their care and treatment. Systems and processes were in place to support workforce well-being and enable staff to deliver person-centred care.

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.

Feedback from the services internal patient survey indicated that individuals felt they were treated with kindness, compassion, and dignity.

The latest national GP Patient Survey, conducted between December 2024 and April 2025, received 99 responses. Of these, 90% said the healthcare professional treated them with care and concern, and 91% felt they were good at listening to them. Additionally, 96% expressed confidence and trust in the professional they saw or spoke to. These results were above the local and national average. Patients we spoke with also confirmed they were treated with dignity and respect.

Leaders explained that patients were signposted to social prescribers, and that information on disabilities, women’s health, and support groups was available on the service website and displayed in the waiting area. Staff reported providing support and referrals to specialist bereavement services.

Complaints were handled promptly and confidentially. Measures were in place to ensure privacy at the reception desk, and a private room was available for patients who were distressed or needed to discuss sensitive matters. There was a hearing loop at the reception desk for patients with hearing impairments.

Staff and leaders reported that people’s individual preferences and circumstances were understood and reflected in their care and support. Personal, cultural, social, and religious factors were considered and clearly documented.

The service had systems to meet communication requirements, enabling people to engage meaningfully in their care and treatment and to maximise their experience and outcomes.

Results from the latest national GP Patient Survey showed that 93% of patients said their healthcare professional had all the necessary information during their last appointment, and 91% felt they were good at listening to them. Patients we spoke with during the assessment, indicated that personal and equality-related factors were recognised and addressed. Communication preferences were accommodated to ensure patients were fully involved in their care.

Results from the latest national GP Patient Survey indicated that 82% of respondents felt the healthcare professional they saw or spoke to had been good at considering their mental well-being during their last appointment. This figure was above both the local average of 71% and the national average of 74%.GPs reported that they had offered longer consultations when needed, particularly to support patients requiring translation or interpreting services.We observed evidence of a comprehensive library of support and advice designed to promote patient independence. The information had been made available in various languages and written formats. Staff shared that they had assisted patients and their carers in finding further information and accessing community and advocacy services.The service had operated a total triage system to prioritise care for patients with the most urgent needs. This system had been introduced to manage demand, identify patients requiring urgent clinical attention, and ensure they were seen by the appropriate professional in a timely and suitable setting. During our assessment, we found that the system included robust failsafe protocols to maintain clinical safety.Systems had been in place to support patients facing communication barriers, including those who may have been digitally excluded. These included access to translation services, a hearing loop at the reception desk, and automatic doors to improve accessibility for patients with limited mobility.

Staff were alert to people’s needs and had taken time to observe, communicate, and engage individuals in discussions about their immediate requirements. Results from the national GP Patient Survey found that, 86% of patients had known what the next step would be after contacting the service, and 88% had known what the next step would be within two days of making contact. Additionally, 93% of respondents stated that, their needs had been met during their last appointment. Patients we spoke with during the assessment told us their needs had been met by the service.Staff and leaders told us that people’s needs, views, wishes, and comfort had been a priority, and staff had quickly anticipated these to prevent any avoidable discomfort, concern, or distress. Staff training had ensured they were able to promptly recognise when individuals needed urgent help or support and use appropriate tools and technology to assist. Same-day appointments were available for patients requiring immediate care. The length of call waiting times and response rates had been monitored to ensure patients’ needs were addressed promptly.

People had received safe, effective, and person-centred care, as the provider had recognised and met the well-being needs of staff. These included providing the necessary resources and facilities for safe working, such as regular breaks and access to rest areas. Staff told us they had felt valued by both their leaders and colleagues.

Leaders shared that they had worked to improve staff well-being. They explained that the service had actively promoted a culture of care and support by leaders adopting an open-door policy, treating staff with the same compassion they expect them to show patients and having brief check-ins with staff. Staff well-being had been prioritised to enable the consistent delivery of person-centred care.

Systems and processes had been in place to ensure staff and patients had regular opportunities to provide feedback, raise concerns, and suggest improvements to the service or staff experience.