Langley Medical Practice

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the practice met people’s needs, and that staff treated people equally and without discrimination.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care. In addition to the patient, where appropriate, the practice also discussed decisions and care planning with the patients’ carer, next of kin and/or advocate. These discussions, as well as any decisions, were documented in the patient record.

The practice understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example partner practices had participated in building relationships with community groups to promote the take up of screening programmes. There were established mechanisms for engaging with the community healthcare provider.

• During 2023-24 the practice, and its Primary Care Network (PCN) set up a project to support the physical and mental health needs of local gypsy/Roma/traveller groups.
• In 2024 the practice took part in working with a “men’s shed” group to support men’s mental health.
• In 2025 a borough wide lung screening programme was established. At the time of inspection, 52 patients of the practice had been screened and 10 referred for further screening.
• In October 2025 the practice joined a national campaign to facilitate early identification of bladder cancer. The practice’ cancer lead distributed a primary care toolkit to assist GPs and the advanced nurse practitioner in identifying potential symptoms.

The practice supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information to promote the take up of screening and immunisation programmes was available in a range of languages. The practice had access to interpreter services, including British Sign Language. Information provided by the practice met the Accessible Information Standard. Patients were informed as to how to access their care records.

At the time of assessment, the practice was asking patients to complete a survey to gather up to date information on their preferred contact method.

The practice made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

The practice made sure that people could access the care, support and treatment they needed when they needed it.

At our last inspection we noted a small number of patients complained of difficulty in contacting the practice by phone.

Since our last inspection, the practice had implemented a new phone system. To assess its impact, we reviewed the GP Patient Survey results for 2025. We found the practice performance for ease of access by phone was comparable to local average of 61% and significantly above the national average performance of 53%.

People could access the practice in several ways to suit their needs, this included: online, in person, in writing and by telephone. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers.

Staff used appropriate systems to capture and review feedback from service users, including those who did not speak English or have access to the internet.

The practice had proactively acted to improve patient experience in a number of areas, including:

• It had requested the building manager to increase and refresh the signage to make it clearer for patients using the on-site car parking. This was especially important as there were limited on-site parking spaces and, in recent years, the local authority had significantly reduced the available local on street parking.
• The practice had, following some complaints on its website, carried out “secret shopper” training with its administration staff to check their telephone manner. This included both one-to-one training as well as group training. Staff were given feedback worksheets to support the learning. This exercise was due to be repeated in 2026.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.