Avon Road 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 practice involved people and treated them with compassion, kindness, dignity and respect.

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 showed staff treated patients with kindness, empathy, and respect for their privacy and dignity. Measures were in place to protect patient privacy. National GP Patient Survey results confirmed patients felt listened to and treated with compassion. Staff demonstrated understanding of consent, including Gillick competency. With the help of the patient participation group the staff had carried out a patient survey during the covid and flu clinic held on Saturday 4 October 2025, where most of the patients were over 65 years. Survey results showed: 99% of patients rated their overall appointment experience as positive or acceptable, 98% found staff friendly.

Peoples feedback demonstrated staff provided personalised care that mostly met patients’ needs and preferences, considering their abilities, culture, and protected characteristics. Communication needs were met, enabling patients to be involved in their care. When requested the practice provided chaperones.

Peoples feedback showed staff helped to ensure individuals understood their rights and had choice and control over their care and wellbeing. Staff also helped patients and carers access advocacy and community practices. The practice had a shared decision-making policy last reviewed 03/11/2025. This was a process whereby patients and clinicians worked together, putting people at the centre of decisions about their own treatment and care plans.

Peoples feedback confirmed staff listened to and understood patients’ needs and wishes, responding promptly to minimise discomfort or distress. A triage system helped to ensure timely access for those with urgent needs. Staff were familiar with referral pathways, including mental health crisis support. The practice had initiated proactive identification of carers, gathering information about their caring roles and their emotional wellbeing this helped to provide a holistic approach to their health and wellbeing.

The provider offered occupational health services for staff and supported, and staff told us they enabled them to deliver person-centred care. Staff felt valued, and leaders took steps to meet wellbeing needs by providing appropriate resources, regular breaks, and safe working environments. The leaders offered flexible working for staff with childcare, disability or cultural needs. Leaders carried out an annual staff survey; the results of 2025 showed an improvement in staff and manager relationships. For example, 100% of staff were clear of what was expected of them at work and stated they get the help and support from colleagues, and felt valued as part of the organisation.