Rustlings Road Medical Centre

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. 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 the national average in the results of the 2026 National GP Patient Survey. The results showed people felt listened to and felt they were treated with kindness. For example, 92% of respondents to the survey said they felt listened to by the healthcare professional at their last appointment (national average 87%) and 92% 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%. Feedback from patients through the NHS Friends and Family Test and from people we spoke with or received feedback from during our assessment was mostly positive with people describing staff as helpful, friendly and professional.

Social prescribers, working through the Primary Care Network (PCN) collaborated with the provider to support patients. They offered a range of services, including a bereavement support group, a pain café and a listening service, alongside providing personalised support and signposting to appropriate services and various local support agencies.

Staff made an informal note of patients whose circumstances may make them vulnerable when booking appointments and contacted them shortly before their appointment to provide a reminder. Staff told us they had taken part in a local foodbank initiative to support their community at Christmas.

The practice had an active Patient Participation Group (PPG) who supported the practice. For example, they had recently completed a patient survey and were in the process of collating the results to share with the provider to support service improvement.

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.