Spital 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 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 80 (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 had arrangements to promote people’s privacy with curtains in each consultation room and access to a private room if required. Observation of staff including staff interviews indicated that staff were caring, compassionate and treated people with dignity and respect. Staff displayed understanding and a non-judgemental attitude towards people.

The service performed better than both local and national averages in the results of the 2025 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 93% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern (compared to 85% nationally). Results indicated that 93%felt during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern, (compared to 86% nationally). The percentage of respondents to the survey who stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to, was 95% (compared to 92% nationally). The percentage of respondents to the survey who stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment, was 95% (compared to 92% nationally).

The provider shared feedback with us that they had received through the NHS Friends and Family Test, and this showed high patient satisfaction with the service. We received high numbers of feedback for people who use the service. This feedback was overall extremely positive about many aspects of their experiences, for example, how kind staff were, how they felt listened to and how well they had been cared for. Some of the comments received included the following amongst others:

‘Staff have always gone above and beyond

The staff are always very helpful and friendly and nothing is ever too much of a problem for them.

The surgery is always staffed by helpful friendly staff who do their very best to help patients.

The receptionists are so kind and always helpful with anything big or small. Every member of staff here should be lauded’

Feedback from patients during the site visit also aligned with these views.

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.