Hatch End Medical Centre

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. The 2025 National GP Patient Survey data reflected people felt listened to and were treated with kindness. 95% of patients 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 national average of 86%.

The service treated people as individuals and made sure that care, support and treatment met people’s needs and preferences. Staff we spoke with told us they would identify and flag and code patient notes appropriately who they identified as requiring communication needs. The service had access to an interpreter service for patients who needed an interpreter. Staff at the practice also spoke a variety of languages who could help patients with their communication needs. The service offered female only appointments to those requiring it. They offered a choice of telephone, face to face or home visit appointments.

The service promoted people’s independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing. The service had a hearing loop for patients requiring it.

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. The service offered same day appointments for acute episodes of long-term condition patients.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The service had a wellbeing coach. Staff told us they were valued by leaders. The service had an open door policy. The service had a notice board which had information on courses, mental health apps, mindfulness apps. Leaders had taken steps to recognise and meet the wellbeing needs of staff.