Tudor Lodge 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 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 good.

People were always treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The practice supported staff wellbeing and were flexible in making reasonable adjustments to help staff return or remain at work.

This service scored 85 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect. CQC received feedback from people that demonstrated staff were kind, understanding and approachable.

Arrangements were in place to promote patients’ privacy. There was a quiet area where people could speak to reception staff in private. During the onsite visit, we observed staff speaking to people with kindness.

Data from the 2025 National GP Patient Survey reflected how people felt listened to and were treated with kindness. For example, 90% of responders said they felt the healthcare professional they saw at their last appointment was good at treating them with care and concern. This was higher than the local and national averages of 86%.

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.

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. People’s wishes were recorded on their care record. There was a process to share these records with other local health and care professionals.

The practice was accredited as Veteran Friendly and raised awareness of available support services for people with a military background.

The practice had identified cohorts of patients that required specialist support and had ensure they employed or upskilled staff to ensure these needs were identified and met. For example, there were nurses that specialised in frailty, learning disability and menopause.

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 community-based services. The practice website also contained information look at in their own time to support them to take control of their own health. There were links to NHS Self Care and the self-management of muscle, joint and bone pain.

Translators could be booked to support people to attend appointments if English was not their first language.

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 to triage appointment requests that ensured people with immediate needs had access to services in a timely manner. Requests were received by a patient’s named GP and triaged accordingly. People had a named GP who reviewed the request for an appointment. This meant GPs were familiar with people’s medical history and could respond quickly and appropriately. We viewed the appointment system and saw there was excellent availability for phone and in-person appointments which could be booked in on the day or in advance. Urgent appointments with GPs and for blood tests were available on the day. The online appointment request system was kept on during opening hours so people could request appointments when they needed to avoid a rush first thing in the morning.

Staff we spoke with knew the process for referring to emergency support. They felt well supported by leaders and told us they could always raise queries about people they are concerned about.

Feedback from people who responded to the 2025 National GP Patient Survey showed that 94% knew what the next step would be after contacting this GP practice with was higher than the local and national averages of 90%. This was corroborated by the positive feedback we received.

A locum GP was employed for several hours a day specifically to review documents coming into the practice to ensure they were reviewed and acted on appropriately and in a timely manner. This included looking at urgent blood test results that may require a rapid response and escalating to the named GP.

The practice always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Overwhelming feedback from staff demonstrated they felt valued and respected by senior management. Staff told us leaders were supportive, there was a positive working environment, and they were encouraged to share learning. 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. Leaders provided a selection of fresh fruit weekly to support the staff team with health snacking.

Staff reported being supported if they were struggling at work. They told us they appreciated having leaders that were inclusive, visible, approachable and friendly. Reasonable adjustments had been made, such as flexible working hours to support staff to return or, remain at work.

Leaders identified areas of the patient population that may require specialist support and either recruited staff with specific experience or upskilled existing staff. For example, they had employed a nurse with specialist knowledge in hormone replacement therapy (HRT) who was supported to further their training in the field to better support people and to share their expertise with the wider staff team.