Lockwood 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 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 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.

Care delivery reflected patients’ physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. The practice respected individual preferences and, where appropriate, offered patients a choice of face-to-face or telephone consultations.

Our review of clinical records showed that patients were supported to understand their conditions and were involved in planning their care and treatment. Staff considered changes in patients’ needs and worked with them to ensure care remained appropriate and responsive.

According to 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%.

The practice understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The practice offered appointments for patients with urgent needs on the same day, alongside routine appointments that could be booked in advance. Staff described how care was coordinated to ensure patients received timely support and continuity of care.

The practice had established relationships with community organisations and religious institutions to help meet the needs of its local population and improve access to services. The practice also worked closely with other healthcare providers to support joined-up care.

The practice provided care to two care homes and had developed specific protocols for each setting. This included regular visits and collaborative meetings with care home staff to support residents' healthcare needs and promote continuity of care.

Referral processes were well managed. Referrals were tracked and monitored to ensure they were completed within expected timescales and followed up appropriately where required.

The practice supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The practice took account of patients' communication needs and made information available in a range of formats. Interpreter services, including British Sign Language (BSL) interpreters, were available when required. Information could also be provided in different languages and print sizes to support patient understanding and engagement.

Information about the practice and available services was displayed within the reception area and through the practice website. Individual communication needs were recorded on patient records to help ensure information was provided in an accessible format. We saw that information provided by the practice met the Accessible Information Standard.

Staff had completed information governance training and understood the importance of maintaining the confidentiality and security of patient information.

The practice made it easy for people to share feedback and ideas, raise concerns or complaints, and be involved in decisions about their care and treatment. They listened to people’s views and used feedback to support practice improvement.

Information about how to provide feedback or make a complaint was available through the practice website and within the practice. We reviewed complaints records and found these were investigated and responded to appropriately. Where investigations took longer than expected, the practice provided holding letters to keep patients informed of progress. Noticeboards and the practice website were used to share information and updates with patients. Although there was no active Patient Participation Group at the time of the assessment, leaders told us they were exploring ways to re-establish the group and increase patient involvement in shaping services.

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

The practice offered a range of appointments with GPs, nurses and advanced nurse practitioners. Patients could access appointments through a variety of routes, including online booking systems, by telephone and through the reception team. Staff were trained in care navigation, and systems were in place to ensure requests were directed to the most appropriate clinician. Urgent requests were prioritised and safety netting processes were in place to reduce the risk of requests being missed.

The practice was open between 8am and 6.30pm and offered enhanced access appointments, including evenings and weekends. Information about out-of-hours services was available to patients.

Leaders recognised that some patients experienced barriers to digital access and had provided support sessions to help patients use online systems. Alternative methods of booking appointments remained available for those unable or unwilling to use digital services.

The premises were wheelchair accessible and clinical rooms were located on the ground floor. The practice does not have a designated disabled parking space, we raise this with the practice, and they said this has not been raised as an issue by patients. A call-back function was available on the telephone system and the practice reported average telephone waiting times of less than five minutes.

National GP Patient Survey 2025 results showed that 52% of respondents found it easy to contact the practice by telephone, which was only just below the national average of 53%.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes. Leaders and staff described how they identified and responded to barriers that could affect patient experience, particularly for patients with additional needs or those from vulnerable groups. This included offering longer appointments and adapting communication methods where required.

Staff had completed equality and diversity training and had undertaken Level 1 learning disability and autism training. The practice was aware of the requirement for Level 2 training and was working to identify suitable training opportunities for relevant staff.

The provider recognised the importance of supporting carers and maintained a register of patients with caring responsibilities. At the time of the assessment, 158 patients had been identified as carers, representing 3.8% of the practice population.

National GP Patient Survey 2025 results showed that 82% of respondents felt their needs were met during their last appointment, compared with a national average of 90%. Despite this, staff demonstrated a commitment to delivering personalised care and supporting people to access services in a way that met their individual needs.

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 patients were supported to discuss and record their wishes for future care and treatment, including decisions relating to cardiopulmonary resuscitation. We reviewed ReSPECT forms and found these were completed in line with relevant guidance. Information was recorded within patient records and shared with other services where appropriate to support coordinated care and treatment.