Moss Grove Surgery - Kingswinford

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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 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 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 practice was veteran friendly accredited and treated people with empathy, compassion and respected their privacy and dignity.

National GP Patient Survey data for 2025 showed 94% of people said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was above the local average of 82% and the national average of 86%.

Further results from the National GP Patient Survey data showed 96% said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, which was higher than the local average of 84% and higher than the national average of 87%. Following the inspection, the 2026 survey results showed a slight decline in patient satisfaction across these measures.

Arrangements were in place to promote patients’ privacy. 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.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Systems were in place to make sure patients were treated in ways that suited them. Individual preferences were noted on patients records. The practice made reasonable adjustments for patients with disabilities and offered interpreting and translation services. Staff we spoke with were aware of the needs of the practice’s population and gave us examples on how they supported patients. For example, following feedback, the practice had created a sensory friendly box to help patients feel more comfortable and better able to engage with their appointments. We also saw feedback from a patient describing how the practice had made reasonable adjustments during their appointment to take the individual’s needs into account to improve access to their care.

Results from the National GP Patient Survey data for 2025 indicated that 100% of patients had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment, which was above the local average of 91% and above the national average of 93%. Following, the inspection, the 2026 survey results showed a slight decline in patient satisfaction across this area.

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

Staff helped patients and their carers to access advocacy and community-based services. The people we spoke with on the day of the onsite assessment told us they felt included in decisions about their care and treatment.

National GP Patient Survey data for 2025 found:

• 97% of respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, which was above the local average of 90% and above the national average of 91%.
• 96% of the respondents felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment, which was above the local average of 91% and above the national average of 92%.

Following the inspection, the 2026 survey results showed a slight decline in patient satisfaction across these measures.

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.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff knew how to respond when a patient needed urgent attention and knew the processes to follow to ensure emergency support was given. These procedures were supported by practice policies, guidance, and patient information.

We reviewed staff training files and found that staff were up to date with their Cardiopulmonary Resuscitation (CPR), anaphylaxis and sepsis training.

The results of the National GP Patient Survey data for 2025 showed that 95% of patients knew what the next step would be after contacting their GP practice which was higher than the local average of 79% and national average of 83%.

98% of patients felt their needs were met during their last appointment, which was higher than the local average of 88% and above the national average of 90%.

Following the inspection, the 2026 survey results showed a slight decline in patient satisfaction across these measures.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Leaders had taken proactive steps to support staff wellbeing, including providing appropriate resources and facilities for safe working, such as regular breaks and reasonable adjustments. The practice demonstrated a commitment to listening to and supporting its workforce through the use of an annual staff survey and staff focus groups. Feedback was reviewed and acted upon to identify opportunities for improvement, helping to promote staff wellbeing, engagement and a positive workplace culture. For example, a member of staff had completed training and had been appointed as a Mental Health First Aider. Wellbeing and mental health coaches were also available to support staff. In addition, a staff noticeboard displayed key information, including team updates, the practice mission statement, reasonable adjustment information, and birthdays, appreciation and compliment notices to recognise and celebrate staff achievements. The provider also demonstrated its appreciation of staff commitment by providing a monthly lunch for all staff and recognising long service and dedication through staff recognition initiatives.

Feedback from 17 staff questionnaires indicated that the practice had a generally positive and supportive culture. Staff described a friendly and collaborative working environment, with good support from colleagues and managers. Positive feedback also highlighted opportunities for development and a leadership team that was approachable and willing to provide guidance. Areas for improvement included communication across the organisation, ensuring a consistent staff experience across both sites, and managing the pressures associated with workload and demand.