Dr Jefferies and Partners

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 practice involved people and treated them with compassion, kindness, dignity and respect. The practice had an active Patient Participation Group (PPG), which the practice routinely approached for feedback on the services they provided.At our last inspection, we rated this key question as good. At this inspection, the rating has remained the same. We found the practice was providing a caring service overall and this was reflected in the patient feedback to CQC and the national GP patient survey data

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. The National GP Patient Survey (2025) data reflected that patients felt the healthcare professional was good at treating them with care and concern, the practice was performing above national (86%) and local (83%) averages with 89%.

Arrangements were in place to promote patients’ privacy. 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 staff 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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient’s communication needs were met to enable them to be fully involved in their care. Patient feedback from the National GP Patient Survey found, 99% of patients said they were involved as much as they wanted to be in decisions about their care and treatment. Leaders explained they listened and responded to patient feedback. They monitored friends and family test results, google reviews, the national GP patient survey as well as working with the PPG.

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. The national GP patient survey found 68% of respondents found it easy to contact the practice using their website (national average 51% and local average 52%).

The practice 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. Staff and leaders told us they provided translation services, including British Sign Language to accommodate people who required this during their appointments.

There was a system for appointment triage that ensured people with immediate needs had access to the practice. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The leaders 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. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice.