Penny Lane Surgery

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• 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 good. At this assessment, the rating remains the same.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service 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. We reviewed feedback from other organisations such as the Liverpool Integrated Care Board, Macmillan Cancer Support and Liverpool University Hospital Trust who all spoke positively about the practice. For example, 1 feedback we reviewed stated “The reception team are also helpful with regards to admin queries and help with referral pathways. This supports joined-up, timely care for patients and helps ensure concerns are managed safely and efficiently”.

The service had arrangements to promote people’s privacy. The service performed better than the national average in the results of the 2025 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%. 91% of respondents said the health professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment compared to a national average of 74%.

The practice demonstrated its commitment to community engagement by raising funds for several charities. During April, efforts were focused on supporting a bowel cancer charity as part of Bowel Cancer Awareness Month.

We received 3 positive comments about the service with patients describing it as a caring practice and patients are treated with kindness and empathy. We also spoke with 1 patient who was part of the Patient Participation Group (PPG) who was very positive about the service and told us it was a very caring and supportive practice.

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.