Tower House 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 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 was good at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

The service performed in-line with the national average in the results of the 2025 National GP Patient Survey for questions relating to the service being caring. This showed people felt listened to and felt they were treated with kindness. For example, 91% (national average 86%) of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern. The survey indicated 95% of respondents (national average 91%) felt they were involved as much as they wanted to be in decisions about their care and treatment. Also, 98% (national average 93%) of people responded positively about having confidence and trust in the healthcare professional they saw or spoke to.

This was mirrored in feedback from other sources. We received feedback from 10 people who completed a Give Feedback on Care survey as part of our assessment and 9 made positive comments about access, care and treatment. They described the service as excellent, caring and professional. We spoke to 2 patients who told us they were treated with respect, listened to and given enough time in their appointments. Family and Friends test results showed 94% of people (out of 867) who completed the survey in the last 3 months stated their experience of the service was good or very good.

The provider promoted a culture of kindness, empathy and respect. We spoke with staff in different roles and they demonstrated a highly caring and supportive patient centred approach to their work.

Veterans and carers were identified, and they were directed to resources to support them. The practice was a veteran friendly practice.

There were arrangements to ensure confidentiality in the reception area. For example, if people were distressed or wanted to speak to reception staff in confidence, they could use a separate, designated area next to the reception desk.

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.