Harewood 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 service 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.

Harewood Medical Practice treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Results from the National GP Patient Survey showed that the practice scored consistently higher than local and national averages across several areas, with for example:

82% of respondents to the survey responding positively to their overall experience of the practice (as compared to the 77% local average and 75% national average):

90% of respondents to the survey stating that during their last appointment, the healthcare professional was good at listening to them (as compared to the 87% local and national average):

92% of respondents to the survey stating that, during their last appointment, the healthcare professional was good at treating them with care and concern (as compared to the 87% local average and 86% national average): and

84% of respondents stating that the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last appointment (as compared to the 75% local average and 74% national average).

‘Friends and Family Test’ feedback from patients also reflected a high level of satisfaction with the practice with 98% of respondents indicating that they would either be likely or very likely to recommend Harewood Medical Practice to family or friends.

In feedback received by the CQC, one patient reported how staff “answered any concerns I had” and described the team as “very professional and always willing to help.” Another stated that “they’ve always treated me with dignity and respect” and that the team was “very friendly and approachable.” A third stated that the reception staff were “first class in their attention to my needs and showcase the practice in the best possible way.”

During our visit we observed that arrangements were in place to promote patients’ privacy and that most treatment rooms had appropriate privacy curtains.

The staff we spoke with knew to consider whether a child under 16 may consent to their own medical treatment without parental knowledge or permission. This ensured that young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

Harewood Medical Practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. It took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and their 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.

During our assessment we found that staff had taken on specific lead roles to provide more specialist support for patients. These included roles relating to cancer/palliative care, diabetes, substance misuse, frailty, heart failure, epilepsy, ADHD, and dementia.

Results from the National GP Patient Survey showed that 94% of patients felt that they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was above the local and national average of 91%.

90% of patients also felt that the healthcare professional they saw during their last appointment was good at listening to them, as compared to the local and national average of 87%.

In feedback received by the CQC, patients reported how the practice had responded to their individual needs and how they were grateful for the time and effort staff had put into their care. For example, one patient described how they felt ‘listened to’ when they expressed their health and medication needs. Another stated that “the medical team always display a caring attitude” and are “prepared to act upon one’s words, signs and symptoms.”

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

Systems and processes were in place to support patients and their carers to access advocacy and community-based services, and this included promoting local services for carers on noticeboards in the practice. As of January 2026, there were 232 carers registered on the practice system, as compared to 235 the previous year.

Results from the National GP Patient Survey showed that 61% of patients said that they were offered a choice of time or day when they last tried to make a general practice appointment which was significantly above the local average of 55% and national average of 54%.

49% of patients also said that they were normally able to see or speak to their preferred healthcare professional when they would like to, as compared to the local average of 41% and national average of 40%.

Harewood Medical 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 they required.

The National GP Patient Survey showed that 90% of patients said that they felt that their needs were met during their last general practice appointment ,which was in line with the local and national averages of 90%.

Harewood Medical Practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There was a Health and Safety policy in place which included advice on lone working for those staff working alone on-site or working away from the surgery. There was also an Equality and Diversity Policy in place which highlighted that the practice was committed to promoting a respectful and inclusive environment and to supporting staff to treat others with dignity and raise concerns if they felt they had been discriminated against.

In feedback to the CQC, most staff were positive about the practice and stated that they felt supported by line managers and senior management; and that managers were visible and approachable.

We saw during our assessment that leaders had clearly taken steps to recognise and meet the wellbeing needs of staff, which included providing the necessary resources and facilities for safe working, such as regular breaks and rest areas.

Results for the NHS staff survey for 2024/25 showed that the practice was either above or in line with local and national results in the following areas: “we are compassionate and inclusive”, “we are recognised and rewarded”, “we each have a voice that counts”, “we are always learning”, “we work flexibly” and “we are a team”.

The practice had analysed these results and implemented an action plan to address workplace burnout and improve staff morale; two areas identified for improvement. They also stated that they would look at the next survey results to ensure that any changes they had made to rotas, communication and their appointment booking system had made a positive impact for staff.

We also heard how some staff members had been supported with career progression whilst working at the practice. This included clinical staff who had been supported with their prescribing qualifications and a member of reception staff who had completed a Business Management apprenticeship and had subsequently achieved promotion.