The Mill Hill 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 has remained the same. We found the practice was providing a caring service overall.

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 practice 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 2025 National GP Patient Survey data reflected people were treated with care and concern, the practice was performing above average with 89%, compared to national average 86% and local average 83%. In addition, 93% of patients had confidence and trust in the healthcare professional they had contact with (93% nationally and 92% locally). 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 practice 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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient’s communication needs were usually met to enable them to be fully involved in their care. Patient feedback from the 2025 National GP Patient Survey showed that 89% of patients were involved as much as they wanted to be (91% nationally and 90% locally). Similarly, 88% of respondents from the practice’s friends and family test (FFT) rated their experience as very good (69%) or good (19%).

The practice 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.Information was available in the waiting area which advised people how to access a range of support groups and organisations.

The practice 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. Staff told us they provided translation services, including British Sign Language to accommodate people who required this during their appointments.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff told us they were valued by leaders. The practice had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work. We saw team events were established within the practice and leaders informed us of the lunch time yoga initiative with an instructor they had introduced in which, on occasion, some patients had also participated.