Norton Canes Health Centre Also known as Dr W Nilar and Partner

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 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 site visit we observed staff showing kindness and empathy to patients. They also knocked on consultation rooms and waited prior to entry. A private room was available on request for patients wishing to discuss sensitive matters away from the main reception desk. Following patient feedback, the height of the Perspex screen at the reception had been adjusted to aid privacy and prevent patients from having to raise their voice. A self-check facility had also been installed. Privacy curtains were available in the treatment and consultation rooms. Staff demonstrated a clear understanding of how they promoted privacy and dignity in their work.

The service had performed better than both local and national averages in the results of the National GP Patient 2025 Survey in relation to listening to people and treating them with care and concern. The results for the practice showed people felt they were treated with kindness. For example, 92% of people who responded stated the healthcare professional treated them with care and concern during their last appointment, above the national average of 86%. In addition, 96% of respondents said the healthcare professional they saw or spoke with during their last appointment was good at listening to them, which was above the national average of 87%.

The NHS Friends and Family Test (FFT) results for the practice were also positive in addition to feedback we received in preparation for this assessment. Staff were described as friendly, caring, professional, kind and understanding.

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.