Langley Medical Practice

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 practice 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 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 practice always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

At our last inspection we found that the practice should consider whether to provide additional health promotion literature in the patient waiting area.

At this assessment we found the practice had placed a range of health promotion literature in the patient waiting area.

Arrangements were in place to promote patients’ privacy.

Data from the National GP Patient Survey 2025 found that 88% of respondents believed the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, which was above the national average of 87%.

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.

The practice 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.

At the time of registration, the practice recorded a range of information to help ease the patient experience, including patients’ language requirements for interpreters and any need for access to British Sign Language interpreters. The practice made large print documents and documents are in other languages available. There was also a hearing loop in reception. Where patients communicated via a text to voice service it is noted in their patient registration as their preferred method for communication.

The practice 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.

Where appropriate, the practice offered support with identifying self-management options to help patients wishing to maintain independent living. For example, the practice suggested setting prompts for medication times, exercise and meals.

The practice 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.

The practice 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. Staff members told us they felt encouraged to contribute their ideas.