Mayfield Medical Centre

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 staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.

At our last assessment the service was managed by a different provider and when we inspected the service, we rated this key question as good. This was the first assessment of the service under the new provider and the rating of this key question has remained 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 always 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 people’s privacy. National GP Patient Survey data from 2025 showed people felt listened to with 81% of respondents reporting this compared with 87% nationally. The results also showed 82% of people felt they were treated with kindness compared to 86% nationally. However, the results indicated people felt their overall experience of the service was not always positive with 58% of people reporting this experience compared to 85% nationally. Changes had been made by the service in response, to improve people’s experiences. This included the introduction of a new online request system in January 2026. Feedback we received from people using the service as part of this assessment related to this quality statement was positive with specific comments that staff listened to concerns and gave people enough time during their appointments. People also commented the new request system had made improvements to their experience. We observed staff treated people with kindness, compassion and dignity during our visit.

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.

People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were met to enable them to be fully involved in their care.

Staff told us of examples of adjustments that had been made to support the specific needs of people using the service. For example, we were told familiarisation meetings with clinicians had been offered to reduce concerns for people anxious about attending for physical examinations.

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 people and their carers to access advocacy and community-based services. For example, a wide range of information was available in the waiting areas from charities such as Age UK, British Heart Foundation, as well as inheritance planning and support to ensure children got the most from their education.

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 knew the process for referral to emergency support, including mental health crisis teams. They also knew how to recognise a deteriorating patient and what to do in the event this happened.

We heard examples of how the service had responded and adjusted the delivery of care and treatment to ensure people could access primary care services and maintain their health.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

We were told the service had experienced a period without a practice manager and had undergone several changes in this role. A new manager had joined the service in January 2026 and staff told us they now felt valued and positive about the future. Leaders had also taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as rest areas. We saw team building events were established within the service and were told about events planned to celebrate diversity within the workforce, for example, bring and share lunch events and how these supported staff to share experiences.