Faversham Medical Group

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 practice treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During our onsite visit, we observed that staff treated patients in a kind manner, with empathy and compassion.

Arrangements were in place to promote patients’ privacy. For example, if a patient wished to discuss something in private, staff could offer a separate room to ensure conversations were held confidentially.

National GP Patient Survey data (2025) reflected people felt listened to and were treated with kindness. For example, 88% of respondents felt healthcare professionals were good at listening to them, which is in line with the national average of 87%. Whilst 85% of respondents reported healthcare professionals were good at treating them with care and concern, again in line with the national average of 86% and 95% reported they had confidence and trust in the healthcare professionals, against the national average of 93%.

We also reviewed feedback the practice had received directly from patients. Comments highlighted that staff and clinicians listened to patients and showed empathy.

The practice treated patients as individuals and made sure care, support and treatment met patients’ needs and preferences. They took account of patients’ strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients’ personal, cultural, social, religious and equality characteristics needs were also understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The practice promoted patients’ independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing.

Results from the national GP Patient Survey (2025) showed that 91% of respondents said they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was in line with the national average of 91%.

The practice listened to and understood patients’ needs, views and wishes. Staff responded to patients’ 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.

Reception staff were able to offer a private area for patients who preferred a discreet and calm space away from the main waiting area.

The practice 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. Staff reported being supported if they were struggling at work.