Market Square Surgery

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

The service had arrangements to promote people’s privacy. Staff told us that they would use a room away from the reception desk if a patient appeared distressed or would take them to a more discrete area if they needed a confidential discussion away from the reception desk.

The service performed better or in line with the national average in the results of the 2025 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 87% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to a national average of 86%. Since the inspection, GPPS have published new results, in July 2026. The new data suggests an continued performance with 87% of people responding positively.

This was mirrored in feedback from people we spoke with during our assessment who told us that the doctors were kind, put them at ease and gave them time to talk and ask questions. We spoke with representatives from care homes where some patients live. They told us that the doctors were kind and involved families in patient care. However, we were told that some interactions with other clinicians could have benefited from a more sensitive approach.

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.