The Leven and Beeford Medical Practice

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 outstanding. At this assessment, the rating remains the same.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. The practice had arrangements to promote people’s privacy. Chaperones were available when required, with posters displayed throughout the practice and staff appropriately trained.

The practice had arrangements to promote people’s privacy. The service performed better than the national average in the results of the 2026 National GP Patient Survey. This showed people felt listened to and felt they were treated with kindness. For example, 96% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to a national average of 86%. 97% of patients also stated that they found the reception and administrative team at the practice helpful, as compared to the national average of 85%.

This positivity was mirrored in feedback from people we received directly to CQC. In the week between announcing the assessment and conducting our site visit we received over 100 submissions of positive feedback. Themes from this included, patients receiving caring, compassionate and patient centred care. Numerous members of staff were named as providing empathetic, professional and understanding care. This feedback included clinical and non-clinical members of staff. Feedback we received directly from the Patient Participation Group (PPG) also mirrored this as they described the GP’s as “going the extra mile” for patients. The PPG and leaders from the practice held regular meetings and worked collaboratively to improve services for patients. This included the use of self-check-in monitors in the reception area.

The practice gathered their own feedback from patients which was overwhelmingly positive. For example, from 1018 patients asked, “Do you feel staff were polite and professional and treated you with respect and dignity while you were in the practice / during your phone call?” 95% of respondents answered yes.

Data from the latest available NHS Friends and Family test were also extremely positive, with 96.2% of respondents either extremely likely or likely to recommend the practice. Typical comments included things such as “always friendly and helpful” and “professional and caring staff”.

The volume, consistency, and breadth of feedback received from multiple independent sources significantly exceeded what would normally be expected. Feedback consistently described compassionate, person-centred care across both clinical and non-clinical staff rather than being limited to individual clinicians. We saw evidence that people’s care and support exceeded their expectations and that staff went the extra mile, were highly motivated and offered care that was kind, empathetic, and compassionate. This approach and high levels of patient satisfaction had been sustained since our previous inspection in 2018.

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.