Lansdowne Surgery

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• 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 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. The service had arrangements to promote people’s privacy, for example, staff had the ability to provide a private room or space for people to discuss sensitive issues if required. There were systems to uphold people’s dignity, including ‘do not disturb’ signs on doors that were used during certain procedures. The service proactively offered chaperones and displayed information clearly in the waiting area.

The service performed better than the national average in the results of the 2025 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 91% of respondents felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to a national average of 87%. This was mirrored in feedback from people we spoke with during our assessment who described staff as “compassionate”, “caring” and “brilliant”. During our onsite visit, we observed staff respecting privacy and speaking to people in a compassionate way.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.