Laurel Bank Surgery Also known as Malpas Surgery Laurel Bank Malpas

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 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 provider treated people with kindness, compassion and dignity. They took account of people’s individual needs and treated people with respect.

Feedback from patients was positive about the care they received. Patients described staff as caring, helpful and respectful. For example, 96% of respondents to the 2026 National GP Patient Survey said the healthcare professional they saw or spoke to at their last appointment was good at treating them with care and concern, compared to the national average of 86% and the local average of 87%.

Staff understood the importance of treating people with dignity and described taking time to listen to patients and respond to their concerns. The provider supported continuity of care where possible, helping staff build positive relationships with patients and better understand their individual circumstances.

The provider treated people as individuals and listened to them. They understood people’s needs and preferences and worked with them to develop care plans that reflected what mattered to them.

Staff described a personalised approach to care and treatment and recognised that people may have different needs, preferences and circumstances. Patients were supported to make decisions about their care and treatment, and staff worked to understand individual health, social and wellbeing needs. Communication needs were considered as part of ongoing care and support to help patients access information in a way they could understand.

The provider made reasonable adjustments to support patients who may need additional time or support. For example, patients with learning disabilities and autism were offered appointments of up to 1 hour, providing time for health checks, vaccinations, education and wider discussions about their health and wellbeing. This helped clinicians gain a fuller understanding of patients' needs and reduced the need for multiple appointments.

The provider supported people to make choices about their care, treatment and wellbeing. They respected people’s rights and helped them maintain their independence where possible.

Staff worked with patients to understand their preferences and involve them in decisions about their care and treatment. Patients were provided with information about treatment options, benefits, risks and alternatives to help them make informed choices. Staff described a shared decision-making approach and encouraged patients to discuss what mattered most to them when planning their care. For example, 98% of respondents to the 2026 National GP Patient Survey said they were involved as much as they wanted to be in decisions about their care and treatment, compared to the national average of 92% and the local average of 93%.

The provider supported patients to manage their own health and wellbeing where appropriate. Staff also worked with families, carers and other professionals when needed to ensure patients were supported to make decisions and maintain as much independence as possible.

The provider understood and responded to people’s immediate needs and preferences. They made it easy for people to access care, support and treatment when they needed it.

The provider offered a range of appointment types, including face-to-face appointments, telephone consultations, home visits and online access where appropriate. Systems were in place to identify patients whose needs required a more urgent response, helping ensure they received timely care and treatment. Staff described a flexible approach to meeting patients' needs and worked to ensure people were directed to the most appropriate member of the practice team.

Feedback from patients was positive regarding access to the practice. For example, 92% of respondents to the 2026 National GP Patient Survey reported a good overall experience of contacting the practice, compared to the local and national averages of 73%. The provider regularly reviewed access and demand to help ensure services continued to meet the needs of the patient population.

The provider cared about and promoted the wellbeing of their staff and supported them to carry out their roles effectively.

Staff described a positive and supportive culture and told us they felt able to raise concerns and ask for help when needed. The provider supported staff through regular supervision, appraisals and development opportunities. Training requirements were monitored through established systems and staff were given opportunities to develop knowledge and skills relevant to their roles.

The provider promoted learning and development across the organisation. Protected learning time sessions, team meetings and training activities supported staff to share learning and keep their knowledge up to date. Staff described positive opportunities for learning and professional development.

The provider recognised the importance of staff wellbeing and had arrangements in place to support staff. This included access to an employee assistance programme and mental health and wellbeing support. Leaders also organised staff events and recognition activities to support team wellbeing and engagement. Staff described feeling valued and supported by the organisation.