Lockwood 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 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 practice treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff also described a positive working environment and told us they felt listened to.

The practice had arrangements in place to protect people’s privacy and dignity. There were areas available away from reception where patients could speak to staff confidentially, and separate rooms were available for private discussions. Consultation rooms were positioned to maintain confidentiality, and conversations could not be overheard.

Staff demonstrated an understanding of the cultural, social and religious needs of their patient population and took these into account when planning and delivering care. They described how they worked to ensure patients' individual preferences were respected. For example, where appropriate, GPs had attended the homes of recently deceased Muslim patients outside of normal working hours to complete death certification, enabling funeral arrangements to proceed in accordance with the patient's religious beliefs.

Results from the 2025 National GP Patient Survey showed, 77% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern, compared with a national average of 86%. As well as 84% of patients said they felt listened to during their appointment, compared with a national average of 87%.

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.

The practice supported patients to communicate in ways that met their individual needs. Interpreter services were available when required, including British Sign Language (BSL) interpreters, to help patients understand information and be involved in decisions about their care and treatment. A hearing loop was available, and staff were trained in how to use it.

The practice recorded patients' communication needs and preferences within their records to help ensure care was delivered in a way that was accessible and personalised. Staff told us they considered patient's cultural, religious and personal needs when planning and delivering care.

In the National GP Patient Survey 2025, 84% of patients reported they were involved as much as they wanted to be in decisions about their care and treatment, compared with the national average of 91%. Leaders and staff were able to describe how they worked with patients to ensure care and treatment reflected individual preferences and circumstances.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were supported to make informed decisions about their care and treatment. Where appropriate, patients could choose between face-to-face and telephone appointments, and the practice aimed to provide continuity of care with a preferred clinician whenever possible.

Staff supported patients to access services that could help them manage their health and wellbeing, including the NHS Community Pharmacist Consultation Service. Staff had received signposting training and described how they identified barriers to care and helped patients access the most appropriate support.

The practice demonstrated a person-centred approach and considered individual circumstances when planning care. Staff told us they worked with patients to understand what mattered to them and supported them to make choices about their treatment and ongoing care. This helped promote independence and enabled patients to take an active role in managing their health and wellbeing.

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.

Staff we spoke with knew how to respond when a patient required immediate or urgent attention. Systems were in place to support this, including the use of panic alarms, emergency equipment and access to clinical support when required. Staff had completed annual basic life support training and received training in sepsis awareness and the identification of red flag symptoms.

Staff were able to describe the actions they would take when patients presented with potentially serious symptoms, such as shortness of breath, and knew when to direct patients to emergency services. Patients requiring urgent care could access same-day appointments, and patients could generally access appointments with a GP or nurse within two weeks.

The practice also supported patients living in care homes and those receiving palliative care through regular visits and close partnership working with other healthcare professionals to ensure their needs were met in a timely manner.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt supported by leaders and described an open-door culture where they could raise concerns and seek advice when needed. The practice gathered staff feedback and discussed any issues raised to help improve working arrangements and staff experience.

Policies were in place to support staff wellbeing and safety, including bullying and harassment, grievance and zero-tolerance policies. Staff also had access to occupational health services where required.

The practice held one-to-one meetings with staff, providing opportunities to discuss wellbeing, development and any concerns. Staff told us leaders considered their wellbeing and took steps to ensure they could work safely and effectively. For example, the lead nurse was provided with protected time to undertake administrative duties and fulfil their infection prevention and control responsibilities.

Overall, staff feedback was positive, and staff felt valued, respected and supported within their roles.