Wallington Family Practice

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.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 service always 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. National GP Patient Survey data reflected people felt listened to and were treated with kindness. 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.

Data from the national GP patient Survey reflected people felt listened to and were treated with kindness. The GP patient survey 2025 showed 91% of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last appointment, which was above the local average of 89% and the national average of 86%.

Data for the national GP survey 2025 showed a total of 89% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment which was above the local average of 87% and the national average of 86%.

The service 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.

Appropriate adjustments were made to the service based on patients with protected characteristics. Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. For example, patients with learning disabilities were invited for an annual review. Patient communication needs were met to enable them to be fully involved in their care.

Staff informed us when needed patients were offered a chaperone. We saw notices displayed in waiting and clinical areas to support this.

The service 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.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

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.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. The national GP patient survey carried out from January to March 2025 had 149 responses.

This found 86% of respondents knew what the next step would be after contacting their GP practice, local 86% and national 83%. Also 95% of respondents knew what the next step would be within 2 days of contacting their GP practice local 93% national 93%. In addition, 90% felt their needs were met during their last GP appointment local 91% and national 90%.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

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.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. The national GP patient survey carried out from January to March 2025 had 149 responses.

This found 86% of respondents knew what the next step would be after contacting their GP practice, local 86% and national 83%. Also 95% of respondents knew what the next step would be within 2 days of contacting their GP practice local 93% national 93%. In addition, 90% felt their needs were met during their last GP appointment local 91% and national 90%.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. 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. They had regular meetings where staff could raise concerns. Staff reported being supported if they were struggling at work.

We received feedback from 12 staff members most told us they felt encouraged to contribute their ideas. Staff also told us that the culture of the practice was inclusive, leaders were supportive and visible, and they were given opportunities to progress.