Tredegar 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 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. Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. The GP patient survey 2025 showed 89% of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last appointment, which was above the local average of 82% and the national average of 87%.A total of 85% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment which was above the local average of 81% and the national average of 86%.

Where language barriers existed, interpretation services were available, and longer appointments were offered when needed. 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.

Staff provided personalised care that met patients’ needs and preferences and considered their abilities, culture, and protected characteristics. Staff used different communication aids and interpreters to enable patients to engage in their care, treatment and support to improve their experience and outcomes.

Staff had received training on how to support autistic people and people with a learning disability. Patient communication needs were also met by staff using google translate and language line if they needed to communicate with staff face to face. Staff informed us patients would be offered a chaperone, and we saw notices displayed in waiting and clinical areas to support this. If patients struggled with hearing, a hearing loop could be provided.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us that people were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. The service supported people to understand their rights by using different ways to communicate.

There were policies and procedures to ensure peoples records were kept up to date with information that supported them to maintain relationships, as well as networks that were important to them. Staff helped patients and their carers to access advocacy and community-based services. The service social prescriber worked closely with patients in this area.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The national GP patient survey carried out from January to March 2025 had 131 responses. This found 80% of patients knew what the next step would be after contacting the service and 86% knew what the next step would be within two days of contacting the service. In addition, 89% stated to some extent or definitely their needs were met during their last GP appointment.

A triage system helped to ensure timely access for those with urgent needs. Staff were familiar with referral pathways, including mental health crisis support. If patients came into the service to ask for an appointment, staff told us they would support the patient with their request.

Leaders supported staff wellbeing and enabled staff to always deliver person-centred care. Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks, rest areas, and flexible working. They had regular meetings where staff could raise concerns.

Staff told us they had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was done through daily clinical huddles, team meetings and one to ones. Staff reported being supported if they were struggling at work.