Lightwater 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 the practice met patient’s needs, and staff treated patients 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

Direct feedback to CQC highlighted patients found it easy to make appointments. The practice performed better than the national average in the results of the 2025 National GP Patient Survey. This showed patients could access the practice when they needed it in a way that suited their needs, such as by telephone, in person or through the practice’s website. For example, 92% of respondents to the survey described their overall experience of contacting this practice as being good, compared to a national average of 70%. The practice recognised that some patients preferred to book appointments by telephone or by coming into the practice rather than online. Leaders ensured that, during busy periods, additional staff were available to manage calls and were appropriately trained. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the practice.

Systems and processes were in place to identify patients who may need extra support. This included alerts on patients records to show what support they needed with communication, such as interpreters.

Staff and leaders actively listened to information about patients who were most likely to experience inequality in experience or outcomes. They tailored their care, support, and treatment in response to this. For example, patients whose circumstances may make them vulnerable, such as those with a learning disability, were offered appointments at quieter times.

Staff treated patients equally and without discrimination. Leaders proactively sought ways to address any barriers to improving patient’s experience and worked with local services, 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 patient’s experience and outcomes. Staff followed processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. Staff used systems to capture and review feedback from patients who used the practice, which included those who did not speak English or have access to the internet. This was reflected in the feedback shared from patients who used the practice, which was positive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.