Preston Hill 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 found that the service was providing caring services because the service treated people with kindness and dignity and this was reflected in the National GP Patient Survey results. Individual needs were met and people’ choices were considered. The service ensured the wellbeing of staff.

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.

Patients told us they felt respected and cared for. They described staff as welcoming, professional, kind, caring and compassionate. Results from the National GP Patient Survey (2023) showed that 87% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment (North West London ICS result 83%, National result 85%). The practice also scored well on other sources of patient feedback such as the NHS Friends and Family test: 81% of respondents would be likely to recommend the practice compared to 0% who would not (2023/24).

Staff understood and respected the personal, cultural, social and religious needs of patients. The practice team displayed empathy towards patients including those who tended to have strong emotional reactions during consultations. The lead GP described how they developed a relationship of trust with people. They had written this work up as a case study for the team’s learning. The practice had a bereavement policy and protocol for supporting people immediately after a bereavement. This included sensitivity to and consideration of people’s cultural and religious needs at this time.

We observed staff treating patients with kindness and respect.

People participating in the assessment told us they were treated as individuals. Results from the National GP Patient Survey (2023) showed that 78% of respondents said the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment (ICS result 73%, National result 73%).

Staff demonstrated an understanding of people’s individual needs when making decisions about their care, support and treatment.

There were processes to support patients’ communication needs. For example, translating services including British Sign Language were available.

People told us they were listened to and felt involved in decisions about their care and treatment. People we spoke with gave us examples of how the practice team members had gone ‘over and above’ to support them with their health conditions.

Staff told us they communicated with people in a way that helped them to understand their care, treatment, condition, and any advice given.

The practice had processes in place to support people to make choices and live independently. The team used care planning tools and liaised with community health teams to support people at home and provide rapid or early interventions to avoid unplanned hospital admissions.

Results from the National GP Patient Survey (2023) showed that 88% of respondents felt their needs were met during their last general practice appointment (ICS result 89%, National result 90%).

Clinicians listened and understood peoples’ needs. We saw examples where the GPs had anticipated people’s needs and took action to minimise any distress the patient may have experienced.

Staff told us that the provider took workforce wellbeing seriously. They said that the leaders were always approachable and listened and responded to any concerns.

The provider had processes to support workforce wellbeing and put in place reasonable adjustments when appropriate. Staff were encouraged to develop in their roles. Staff compared their experience at this practice favourably with other workplaces they had experienced. The practice had set up a weekly walk and both patients and staff were encouraged to participate if they wished.