High Oak 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.

This is the first inspection for this service since its registration with CQC. This key question has been rated as Good.

Staff we spoke with demonstrated the values of the practice and dealt with patients with kindness, respect, and compassion.

People who used the service were supported to make decisions about their future care. Information about how to raise a complaint was provided to people. The provider understood their patient population and they identified and made changes to improve their service where required. Leaders proactively sought ways to address any barriers to improving people’s experience and outcomes. The provider worked within the Primary Care Network (PCN) and supported local service developments. The provider made reasonable adjustments to ensure the premises were accessible to patients who required disabled access. At the time of our inspection the practice held satellite clinics 2 days per week on Tuesday and Thursday afternoons at the Pensnett site to enhance accessibility for patients.

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 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 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.

Data from the national GP survey 2025 showed that 85% of respondents said the healthcare professional they last saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was comparable to the local average of 82% and the national average of 86%.

The GP patient survey 2025 showed 88% of respondents said the healthcare professional they last saw or spoke to was good at listening to them during their last appointment. Feedback received by CQC was largely positive with people praising the professionalism, kindness, and care shown by staff, whilst a small number commented on poor staff attitude.

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 characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

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. The practice was able to refer patients for support with a social prescriber, housebound team, health and wellbeing coaches and listening and guidance service.

The people we spoke with on the day of the onsite assessment told us they felt included in decisions about their care and treatment.

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. 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. Staff reported being supported if they were struggling at work.

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. 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. Staff reported being supported if they were struggling at work.