Tudor Lodge Surgery

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 good.

People were involved in decisions about their care. The practice provided information people could understand. People knew how to give feedback and were confident the practice took it seriously and acted on it. The practice was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The practice worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care. Appointments were carried out with named GPs 75% of the time.

This service scored 86 (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.

People were able to see their named GP most of the time, so they experienced continuity of care and were listened to by a clinician who knew them and their care and treatment needs. This approach particularly supported people that needed to attend multiple appointments as they had built a relationship with their GP and were supported along their care journey.

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.

Feedback from people who responded directly to CQC demonstrated they were well listened to and felt involved in decisions about their care and treatment and in planning for their future needs.

The practice had a clear understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice. The practice emphasised the importance of having a named GP to support with the continuity of care and ensure person-centred care. Appointments were carried out with named GPs 75% of the time.

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, building relationships with local services such as alcohol and drug misuse services to share specialist knowledge to best support people.

Staff and leaders were proud of the practice and the care and treatment they were able to offer people. The results of the 2025 National GP Patient Survey were consistently above local and national averages indicating people had excellent access and experience of the practice.

The practice actively participated and engaged with other local primary care services to work together to improve the offer of care to people.

Referrals were made in a timely manner and there was a process to monitor urgent referrals that required a quick response. Our review of the clinical system demonstrated information shared by other services was managed effectively and timely to support good outcomes for people.

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. The practice website contained a range of information for patients. The practice was in the process of looking at how the website could easily be translated into other languages. Information provided by the practice met the Accessible Information Standard. A hearing loop was available for people that were hearing impaired. Patients were informed as to how to access their care records.

The learning disability nurse carried out annual reviews for people with learning disabilities and provided them with an easy read version of their care plan.

Feedback from people who responded to the 2025 National GP Patient Survey showed that 95% knew what the next step would be after contacting this GP practice with was higher than the local and national averages of 83%.

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. Feedback was gathered and responded to in a timely manner.

We saw complaints were managed in line with the practice’s policy. Learning from formal complaints and informal comments from patients was evident and staff were able to identify changes made as a result of patient feedback. For example, following a complaint, the protocol to respond to someone reporting they have found out they are pregnant has changed to ensure people receive an appropriate response.

The patient participation group (PPG) provided feedback to the practice. A member of the PPG had set up a display in the waiting room on dementia to provide relevant information of services and support available for people that had recently been diagnosed and their carers.

Feedback from people who responded to the 2025 National GP Patient Survey showed 81% knew what the next step would be within 2 days of contacting this GP practice which was the only survey result lower than the local and national averages (local average 91% and national average of 93%. The practice had already acknowledged this and implemented an action plan to address this. One of the actions they identified was to deliver training on prescriptions to reception staff so they could inform people what the next steps would be when they were requesting a prescription. Patient records also had a prompt added called ‘next step explained’ to remind staff to give people the required information.

To increase the uptake of cervical screening, the practice offered Saturday appointments and provided refreshments to try and encourage people to attend their appointment. The practice collated feedback from people that attended these sessions: 31 people said they attended because Saturdays were now available and 29 people said they found the direct booking link helpful to book a conveniently timed appointment. Cervical screening is now available on regular Saturdays and can be booked with a direct booking link.

Feedback received directly to CQC was positive about relationships between people and staff. People appreciated having a named GP so they could build a relationship with a named person and felt listened to. One person told us “The nurses and doctors are amazing, highly trained and efficient. They really listen to me.”

The practice was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. People could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance.

An online appointment request system had been in place for several years and people were used to using it. This, paired with people having a named GP meant people’s requests could be triaged in a timely manner. The practice constantly monitored phone waiting times to an average of approximately 70 seconds to ensure people did not have to wait a long time to speak to someone.

The results of the 2025 National GP Patient Survey were very positive about access and patient experience. All responses to survey questions about how people accessed the practice were higher than local and national averages. For example, 81% of responders reported a good overall experience of contacting the practice, compared with local and national averages of 70%.

Feedback received directly by CQC was positive about people’s experience of the practice. People told us they received prompt care from helpful staff.

Staff and leaders listened to information about people who were most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide tailored care, support and treatment. Feedback provided by people using the service, both to the provider as well as to CQC, was positive about being supported to access care and treatment. Staff treated people equally and without discrimination. Leaders sought ways to address any barriers to improving people’s experience and provided continuity of care with a named GP.

The results of the 2025 National GP Patient Survey were very positive about people’s experience with 80% indicating a good overall experience of this GP practice compared with a local average of 76% and a national average of 75%.

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. Staff used appropriate systems to capture and review feedback from people using the service.

The practice identified changes to improve access to the service. For example, a mental health nurse supported patients with severe mental illness (SMI) with longer appointments and by completing all required health checks such as cholesterol checks and blood pressure at the same time.

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.