London Street 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

People were treated with kindness, respect and compassion. Staff were attentive to people’s individual needs that encouraged positive patient experience.We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This service scored 70 (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.

National GP Patient Survey data reflected people felt listened to and were treated with kindness. The recent patient survey results showed that 84% of the respondents found the reception and administrative team helpful in comparison to the local and national average of 83%.

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.

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. There was now increased availability of same day and urgent care appointments at the practice. There was evidence the practice now offered 100 more appointments per month in comparison to last year. The practice demonstrated that the average phone queue times for the morning calls had reduced by just under 4 minutes, reducing wait times and improved patient satisfaction.

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.