Balance Street 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 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 was exceptional at treating people with kindness, empathy and compassion and respected people’s privacy and dignity. Data from the National GP Patient Survey showed that 93% of respondents were positive about their overall experience of their GP practice. This was significantly above the national average of 75%.

Arrangements were in place to promote people’s privacy. Staff always treated colleagues from other organisations with kindness and respect. Data from the National GP Patient Survey showed that 93% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern. This was above the national average of 86%.

The CQC received 109 Give Feedback on Care responses which showed that people felt the practice provided excellent overall care and clinical quality. People consistently described the care as excellent, amazing, outstanding, and second to none across all staff groups. People told us staff across all roles were compassionate and caring and comments repeatedly highlighted that staff listened, showed empathy, provided reassurance, and did not rush consultations. People praised clinical staff for their professionalism, empathy, and listening skills and described them as exceptional. Reception and administrative staff were frequently described as polite, respectful, helpful and patient-focused. Throughout January, February and March 2026, the practice had received 1,389 positive comments through the Friends and Family test which mirrored the responses received by the CQC.

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.

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.