Drs Sells and Dr Kyaw Also known as Lyngford Park Surgery

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 service treated people with kindness, empathy and compassion and respected their privacy and dignity.

Data from the 2025 National GP Patient Survey reflected how people felt listened to and were treated with kindness. For example, during their last appointment, 95% of respondents said the healthcare professional (HCP) was good at listening to them (national average of 87%); and 95% of respondents said the HCP treated them with care and concern (national average of 86%). In addition, 94% of respondents said they had confidence and trust in the HCP they saw or spoke to (national average of 93%).

The Friends and Family Test (FFT) from July to September 2025 showed consistent high levels of satisfaction with the service. People described the staff as caring, kind, helpful, and friendly. Feedback to CQC from people using the service included that staff were respectful. The receptionists answered calls to the service away from the main reception area which promoted privacy. A room was available for private conversations if needed. Breastfeeding facilities were available for nursing mothers. Chaperones were offered to people at consultations and chaperone posters were displayed in consulting rooms.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s communication needs were met to enable them to be fully involved in their care.

Information to support and raise awareness among carers was available both on a noticeboard in the waiting area and on the service’s website. The service had a designated carers champion who maintained a register of people identified as carers and provided them with an information pack outlining the support available to them. The carers champion proactively searched for unidentified carers through the list of people who requested proxy access. (A proxy is a person who acts on behalf of another person to manage their health and care.)

The 2025 National GP Patient Survey data reflected 98% of respondents said during their last appointment, they were involved as much as they wanted to be in decisions about their care and treatment which was higher than the national average of 91%. Feedback received directly to CQC from people who use the service included that the doctors “have spent time to understand and investigate my concerns. I felt I was an individual and felt a real level of empathy during my appointments.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service encouraged people to book appointments with their named GPs for continuity of care, but people could choose other GPs if they wished to. Staff helped patients and their carers to access advocacy and community-based services. People could access information in the service such as posters and on the service’s website to support them in making healthier choices.

The service, supported by the patient participation group, held an open day event in summer 2025. All people in the community were invited to the event which included stalls providing various health information and advice on a healthy lifestyle. There were stalls educating the use of the NHS app, introducing the staff team and their work, promoting PPG membership and local community services such as health coaches and village agents (someone who connects people with non-clinical services in their community to help improve health and wellbeing). The service gathered 16 people’s feedback on the event which were all positive, saying that it was welcoming, informative and helpful.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise discomfort, concern or distress.

Staff explained how people’s needs were prioritised, and they had received appropriate training to recognise when urgent help or support was required. Staff we spoke with were familiar with the process for referring people to emergency support. There were urgent on-the-day appointments for someone who needed immediate attention. People’s feedback shared their experience of receiving timely and appropriate appointments and treatment.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care.

Staff felt supported by leaders and could approach them at any time for advice, guidance or concerns. Staff provided various examples of how improvements were made based on their feedback. For example, the reception workspace was rearranged to enhance productivity; and the appointment booking process was reviewed to improve efficiency. Staff members shared examples of how the leaders supported flexible working arrangements to accommodate personal and family needs and how their managers supported them at difficult situations at work. Staff with mobility needs had a personal emergency evacuation plan to promote work safety. The service subscribed to the corporate membership of a local facility of a historic house and garden for all staff to enjoy.