Falkland House 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 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. They spoke highly of one another and described a highly positive working culture, characterised by strong teamwork and a supportive, inclusive team ethos.

The service had arrangements to promote people’s privacy. Chaperones were available when required, with posters displayed throughout the practice and staff appropriately trained. The service performed better than both local and national averages in the results of the 2025 National GP Patient Survey. This showed 95% of people felt listened to (national average 87%) and 91% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to the national average of 86%. This was mirrored in feedback from people on the national Friends and Family test, which was consistently 100% positive, with patients describing staff as extremely professional, friendly, and very helpful.

The practice had a highly active Patient Participation Group (PPG) that supported a range of initiatives to benefit patients, the practice and the local community. These included a food bank for those in need and a regular Christmas quiz. Funds raised from the quiz were used to improve patient experience at the practice, such as providing chairs of varying heights in the waiting area to support patients with mobility needs, as well as donations to charitable organisations such as the dementia cafe to support the local community.

The PPG and leaders from the practice held regular meetings and worked collaboratively to improve services for patients. During the flu vaccination season, PPG members supported patients navigating the premises whilst distributing information leaflets. They produced regular newsletters containing useful patient information, for example, details of NHS‑provided travel vaccinations.

The group undertook their own patient surveys and shared the findings with the provider to support service improvement. In response to patient feedback on the most recent survey, the PPG in collaboration with the practice implemented actions to improve understanding of access to care in the community, including developing a patient guide outlining clinical care pathways. They were also in the process of developing a patient guide to explain practice processes, such as the different ways to access the practice including the triage system, following feedback that some patients found primary care services confusing. In addition, the provider supported a patient garden project by making the practice garden available, helping to address patient socialisation while also enhancing the practice environment.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.