Quinton 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 85 (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.

Arrangements were in place to promote patients’ privacy. We observed staff treating patients with kindness and respect within the waiting room and during telephone calls. 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 National GP Patient Survey 2025 results for the practice showed people felt they were treated with kindness. For example, 93% 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, 85% of respondents responded positively to the overall experience of their GP practice, which was above the national average of 75%. Feedback gained through the Friends and Family Test (FFT) was also positive. Comments referred to staff being caring, polite, helpful, friendly and being treated with respect.

The practice had 101 patients registered as carers. Carers were offered appropriate support, such as flexible appointment times, health checks, and referrals to local carer support services and local advocacy organisations.

The practice was committed to supporting patients and their families through loss. The practice provided well-being calls to bereaved patients and offered to refer them for bereavement 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. Staff were made aware of and took into account patients requiring any reasonable adjustments, for example people with a learning disability who may require a longer appointment or appointments at a specific time.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. The practice used easy read books to help people with a learning disability understand medical procedures in addition to pictorial flash cards to aid communication.

When the practice transitioned to a Digital Total Triage system in November 2025, the practice offered patients 2 drop-in sessions supported by Digital Angels, an external company to demonstrate to patients how to access the new digital appointment system. People who were digitally challenged or excluded were offered support by staff to complete the triage forms to ensure they had access to care and treatment.

The practice had a designated carer, dementia and learning disability champion and since the last inspection had become a Veteran Friendly GP Accredited Practice, recognising the importance of delivering tailored care for veteran patients and their families within their local community.

The National GP patient survey 2025 results for the practice found 98.5% of people who responded to the survey had confidence and trust in the healthcare professional they saw or spoke to during their last appointment. This was above the national average of 93%.

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. Carers had access to a designated Carers Champion within the practice in addition to a carers support pack containing a range of information. They also had access to a social prescriber via the Primary Care Network (PCN) who helped them with maintaining their independence and improving their wellbeing by connecting them with a wide range of community resources and services.

Data from the National GP Patient Survey for the practice showed 76% of respondents were offered a choice of time or day when they last tried to make a general practice appointment. This was significantly higher than the local average of 56% and national average of 54%.

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 and were prioritised. Patients could request appointments online, in person or by phone. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams in addition to a mental health practitioner via their Primary Care Network.

The practice had effective systems in place for monitoring and responding to patients with long-term conditions. Treatment plans were reviewed and adjusted and self-management advice promoted.

The National GP Patient Survey results for the practice found 93% of people who responded to the survey stated they felt listened to by the healthcare professional during their last appointment, which was above the national average of 87%.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Leaders told us staff wellbeing and retention remained extremely important to them, and they continued to make improvements to the staff working environment based on feedback.

Staff told us they were valued by leaders and were positive about the support they received from leaders and said they enjoyed working in the practice. Leaders had taken steps to recognise and meet the wellbeing needs of staff. These included the necessary resources and facilities for safe working, such as regular or extended breaks and any other reasonable adjustments such as air conditioning. Staff reported being supported if they were struggling at work. We saw staff team building days, milestone birthdays, retirement and social outings were well established within the practice, and photographs were displayed of the events held. Staff reported that the GPs had funded a meal out for them in recognition of the practice achievement for Quality and Outcomes Framework (QOF), a voluntary annual incentive program that rewards GP surgeries across the UK for the quality of care they provide for their patients.

Staff had access to a Health and wellbeing support pack, and a staff wellbeing board had been developed and displayed in the back office. This was a dedicated space in the workplace, which promoted health, happiness, and work life balance for all staff. Staff also had access to an Employee Assistance Programme, a confidential service designed to support staff.