Dr James Lawrie

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 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 aimed to treat people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The most recent GP Patient Survey shows 96% of respondents said the healthcare professional they saw was good at treating them with care and concern compared to 86% nationally. 93% said they were good at listening, while national average was 87%, and 96% reported confidence and trust in the healthcare professional they saw or spoke to, while the national average was 93%. 95% felt as involved as they wanted to be in decisions about their care and treatment, with the national average being 92%, and reception and administrative staff were rated positively for helpfulness by 88% of respondents, compared to national 85% average. Friends and Family Test results for May 2026 were also positive. Of 21 responses, 15 were very good and 5 were good, while 1 was “I don’t know”.

Staff described consistent, structured approaches to protecting dignity in clinical care. Staff confirmed consent throughout procedures and told patients they could stop at any time. Staff said chaperones were offered and documented for intimate examinations. Concerns about capacity were referred to a doctor. Professional interpreters, British Sign Language support and visual aids were used where needed.

We were told and we observed that the reception staff used a privacy screen, lowered their voices when discussing sensitive matters and only asked for clinical information needed to establish urgency. They also described handling a complaint calmly and with a focus on the patient.

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.