Bevan Medical Group 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 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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Results from the 2025 National GP Patient Survey showed that 98% of respondents felt they were treated with care and concern, which was higher than the national average of 86%. In addition, 98% of patients reported that health professionals were good at listening, compared with a national average of 87%. Staff we spoke with told us that treating patients with dignity and respect was central to the practice’s values and embedded in everyday care.

The practice also demonstrated exceptional kindness through its seasonal support and community gifting initiative. During December 2025, staff coordinated the distribution of 52 Christmas hampers to older, isolated and vulnerable patients. Hampers included food, toiletries, feminine hygiene items and incontinence supplies, with donations provided by local supermarkets, stores, and practice staff. These were delivered personally, providing both practical support and social contact for people who might otherwise have felt isolated during the festive period.

As part of a weekly coffee morning held at Peterlee Methodist Church, the practice also supported a community event on 22 December 2025, where toys, sweets and food were gifted, and a free tombola ensured that every attendee received a present. The practice also received donations from partner organisations, enabling staff to provide additional items for children and support families experiencing hardship.

Leaders told us they received heartfelt feedback from patients, many of whom were emotional and deeply appreciative of the hampers and the personal contact. Patients said the gesture made them feel cared for and connected, and leaders reported that several individuals were grateful to have been signposted to social inclusion activities that could help reduce loneliness.

Members of the Patient Participation Group (PPG) also told us that the practice accepted donations from patients and the community for a local foodbank. All of this demonstrated the practice’s commitment to supporting people experiencing hardship with dignity and compassion.

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.

Patients’ personal, cultural, social, religious and equality‑related needs were understood and met. Staff ensured people’s communication needs were identified and supported so they could be fully involved in their care. The service made adjustments for patients with communication barriers. Language interpreters were available when required, and a quiet room was offered for those who may find busy environments overwhelming, such as patients with learning disabilities or sensory needs.

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.

Data from the 2025 National GP Patient Survey showed that 92% of respondents felt involved as much as they wanted to be in decisions about their care and treatment, which was comparable to the national average of 91%. In addition,70% of respondents reported that they usually saw or spoke to their preferred healthcare professional, which was significantly higher than the national average of 40%.

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 we spoke with understood how to access urgent support for patients who presented with immediate concerns.

The service 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 and that all members of leadership were approachable. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas.

Ergonomic assessments were carried out where required, and the practice provided equipment to support staff comfort and safety, including height‑adjustable desks, back supports and footrests.

The practice also promoted staff wellbeing through initiatives linked to its Better Health at Work activity. These included a staff wellbeing walk and picnic at Hardwick Park on 17 August 2024, designed to encourage physical activity and social connection among colleagues. Staff also collaborated to create a workplace recipe book featuring healthy meal ideas, supporting positive lifestyle choices and engagement across the team. Leaders told us these resources were shared with staff through the practice’s internal communication channels to support participation and accessibility.