Laurel Bank Surgery Also known as Malpas Surgery Laurel Bank Malpas

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 service met people’s needs, and that staff treated people equally and without discrimination.

At our last assessment, we rated this key question as outstanding. At this assessment, the rating has changed to good. The characteristics and evidence expected to support an outstanding rating have changed since the previous assessment, and the evidence gathered during this assessment was more consistent with a rating of good.

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 listened to people and worked with them to plan care and treatment that reflected their needs, preferences and goals.

Staff described a person-centred approach to care and treatment, taking account of patients' health needs, personal circumstances and wider wellbeing. Care and treatment decisions were tailored to individual needs, and patients were supported to take an active role in planning and managing their care. Communication and care planning were adapted where needed to support patients with different communication needs and circumstances.

The provider worked with families, carers and other healthcare professionals where appropriate to help ensure care reflected patients' wishes and preferences. For example, 99% of respondents to the 2026 National GP Patient Survey said the healthcare professional they saw or spoke to had all the information they needed about them, compared to the national average of 92% and the local average of 93%.

The provider made sure people received safe, coordinated care and treatment when they moved between different services or when their needs changed.

The provider supported continuity of care through a personal list model, with patients allocated to named GPs. Staff told us this helped clinicians recognise changes in patients' health, understand their preferences and provide consistent follow-up and ongoing management.

The provider offered dedicated support to local care homes through regular visits, reviews and multidisciplinary working. Patients living in care homes, those unable to attend the practice in person and those with more complex healthcare needs benefited from coordinated care involving GPs, pharmacists and other healthcare professionals. Staff told us these arrangements helped improve access to healthcare services, supported continuity of care and reduced the need for avoidable hospital attendance.

The provider shared information with people in a way they could understand and access.

Staff recognised that people may have different communication needs and adapted the information they provided accordingly. Communication needs were identified through patient records and alerts, helping staff provide information and support in ways that met individual needs.

Patients were provided with information about their care and treatment to support informed decision-making. Staff described using a range of resources, including written information, educational materials and lifestyle advice, to help patients understand their health conditions and treatment options.

The provider took steps to reduce barriers to accessing information. Staff described adapting communication methods for patients who were unable to access digital services and arranging translation of healthcare information where required. Information about services and support was also available through the practice website and other patient information resources.

The provider listened to people and involved them in decisions about their care and in the development of services.

The provider gathered feedback from patients in a variety of ways, including the NHS Friends and Family Test, patient surveys, the Patient Participation Group and direct patient feedback. Leaders described a positive approach to listening to patients and using feedback to improve services.

Patients reported positive experiences of being listened to and involved in their care. For example, 97% of respondents to the 2026 National GP Patient Survey said the healthcare professional they saw or spoke to was good at listening to them, compared to the national average of 87% and the local average of 89%.

The provider demonstrated how feedback was used to improve the patient experience. For example, following feedback from patients, changes were made to the reception area to improve privacy and the overall experience of accessing services.

The provider identified and understood barriers to accessing care and took action to help ensure people could access services in a way that met their needs.

The provider used population health information to identify groups of patients who may experience poorer health outcomes or face barriers to accessing healthcare. Leaders recognised the impact that rurality, travel distances and limited public transport could have on access to services and considered these factors when planning care and support.

The provider made reasonable adjustments to help people access services. Communication and accessibility needs were recorded on patient records, and staff adapted their approach where additional support was required. For example, alternative access arrangements were made for patients whose individual needs made using the main entrance difficult, and early appointments were offered to some neurodivergent patients who found busy waiting areas distressing.

The provider had developed local arrangements to improve access for patients who may require additional support. This included priority access arrangements for some vulnerable patient groups and alternative medicines ordering processes for patients who were not able to attend the service in person or unable to use online services. Care coordinators also supported patients who required help arranging appointments or engaging with services.

The provider worked to understand and reduce differences in people's experiences and outcomes, helping to ensure care was fair and effective for all patients.

The provider used patient and population information to identify people who may be at greater risk of poorer health outcomes or difficulties accessing healthcare. This included patients with learning disabilities, severe mental illness, frailty, dementia, complex long-term conditions and those who were not able to attend the service in person.

The provider sought to ensure services were inclusive and accessible. People could register with the practice regardless of their circumstances, including those experiencing homelessness and members of the Traveller community. Staff also used a variety of approaches to gather feedback from patients, including those who did not speak English or were unable to access online services.

The provider took a proactive approach to supporting patients who may be at greater risk of experiencing inequalities. Staff described high levels of engagement from patients with learning disabilities and autism, with only a small number of eligible patients not attending the most recent review cycle. This helped ensure patients received appropriate monitoring, preventative care and ongoing support.

Housebound patients, care home residents and other vulnerable patients also received proactive reviews, medication monitoring and ongoing support. Care coordinators helped identify and support patients who may otherwise have struggled to engage with services, helping to reduce barriers and improve access to care and treatment.

The provider planned care and support to meet people’s future needs and changing circumstances.

The provider identified and supported patients approaching the end of life. Care was planned collaboratively with patients, families and other professionals to help ensure care reflected people’s wishes, preferences and changing needs. Patients receiving end-of-life care were supported through a coordinated approach involving named GPs, district nurses, palliative care teams and other healthcare professionals. The provider used a priority access system to help ensure patients approaching the end of life could access timely support, reviews and medicines when required.

Advanced care planning discussions took place where appropriate, and important information about patients’ wishes and decisions was shared with relevant professionals involved in their care. This helped support continuity of care and ensured people’s preferences were understood and respected as their needs changed.