Newburn Surgery Partnership Also known as Newburn Surgery

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. Data from the National GP Patient Survey indicated that patients felt listened to and treated with kindness. For example, in the most recent survey, 89% of respondents reported that 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 Integrated Care System (ICS) average of 88% and the national average of 86%.

The service consistently treated people as individuals and delivered care, support, and treatment that reflected their personal needs and preferences. Care planning and delivery took account of each person’s strengths, abilities, aspirations, cultural background, and protected characteristics. Staff demonstrated an understanding of patients’ personal, cultural, social, and religious needs, ensuring these were met appropriately. Equality and diversity principles were embedded in practice, and reasonable adjustments were made where required. Communication needs were assessed and addressed, enabling patients to be fully informed and actively involved in decisions about their care.

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 service actively listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs and took action to minimise any discomfort, concern, or distress. An appointment triage system ensured that people with immediate needs could access the services in a timely manner. Oversight of this process was maintained by a duty doctor to ensure its effectiveness. Staff demonstrated a clear understanding of referral pathways for emergency support, including access to mental health crisis teams.

The service demonstrated a commitment to staff wellbeing and actively promoted a positive working environment. Leaders supported and enabled staff to work effectively by providing the necessary resources and facilities for safe working, including regular breaks and access to rest areas. Staff reported feeling valued by leadership, and steps were taken to recognise and meet their wellbeing needs. Team cohesion was encouraged through initiatives such as celebrating staff birthdays, fostering appreciation and a supportive culture.