The Grange 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 patients 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.

We observed that staff treated patients with kindness, empathy and compassion while also showing respect for their privacy and dignity.

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.

Patients felt they were shown kindness, compassion and dignity. Results from the national GP patient survey (2025) showed 74% of respondents felt they were treated with care and concern, which was below the national average of 85%. 76% reported the clinician they had seen at their last appointment was good at listening to them, with the national average at 86%. 91% reported having confidence and trust in the clinician they had consulted with, with the national average being 92%.

Feedback from the NHS Friends and Family Test, collected between March and September 2025, showed patients described staff as caring, helpful, and professional.

The practice treated patients as individuals and made sure patient’s care, support and treatment met their needs and preferences. They took account of patient’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 communication needs were met to enable them to be fully involved in their care.

The practice promoted patient’s independence, so patients 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 practice used different methods to support communication, including a wide range of leaflets, that helped patients understand their options and exercise choice.

Results from the 2025 national GP patient survey included 86% of respondents said they were involved as much as they wanted to be in decisions about their care and treatment. This was slightly lower than the national average of 91%.

The practice was attentive to patient’s needs, preferences, and concerns. Staff responded promptly and sensitively, taking action to reduce any discomfort, anxiety, or distress as it arose.

There was a system for appointment triage that ensured patients 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 offered quiet spaces for patients who were distressed or overwhelmed.

The practice made efforts to support staff wellbeing and enable person-centred care. Some staff felt valued, respected and supported by leaders. However, some staff raised concerns about wellbeing, workplace culture and morale. We saw the practice had taken steps to understand and support staff wellbeing. Examples included team‑building days and initiatives aimed at recognising and responding to wellbeing needs.