Leylands Medical Centre

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey (2025) data reflected people felt listened to and were treated with kindness. For example, 78% of respondents reported finding the reception and administrative team at the practice helpful (national average 83%) and 89% of respondents reported that the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment (national average 86%).

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. For example, the practice identified that changes to the interpretation service provider had reduced the availability of in-person British Sign Language (BSL) interpreters. In order to address this the practice contacted the provider and agreed a pilot using an electronic device to deliver remote BSL interpretation during appointments.

Feedback received from the National GP Patient Survey (2025) was positive regarding patient experience when attending the practice. For example, 98% of respondents felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment (national average 92%).

As part of this assessment, we invited patients to share their experience of the service they received via the Care Quality Commission website. We received feedback from 8 patients, 3 of which contained positive feedback. The positive comments included words such as helpful, respectful and polite to describe staff working within the service.

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

Staff helped patients and their carers to access advocacy and community-based services. For example, the practice collaborated with other services to bring care closer to home. Examples of this included:

Employing a Health Engagement Officer (HEO) within the practice to proactively identify, contact and support patients with serious mental illness who were due their annual physical health check.

Working in collaboration with the local federation and local charity to fund young persons mental health practitioners, enabling clinicians to refer patients directly for support.

Feedback from the National GP Patient Survey (2025) was in line with national averages in relation to patient choice and involvement. For example, 92% were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (national average 91%) and 41% of respondents reported that they usually got to see or speak to their preferred healthcare professional when they would like to (national average 40%).

The practice listened to and understood people’s needs, views and wishes.

The practice used a total triage system to ensure people with immediate needs had access to services. Requests were reviewed by a dedicated clinical triage team who were supported by a specially trained, dedicated care navigation team. The triage system enabled clinical staff to easily access additional information to enable continuity to be assessed and a review of frailty risk, to support assessment and appropriate urgency of response.

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

We reviewed examples of how leaders had taken steps to promote staff wellbeing, and this included implementation of a RAPP button (report a positive or a problem), this was a one-click button embedded into the clinical system which enabled all staff to record issues, ideas, risk, or examples of excellent practice within seconds during the course of their work. Feedback was collected, analysed and reviewed by the leadership team, ensuring that staff contributions were visible and valued. Audit activity undertaken by the practice demonstrated that 600 RAPP reports had been received to date, the vast majority of which were positive comments that may otherwise have been overlooked.

The practice applied, and were successful, for participation in the Healthy Practice Programme. This was a 6-month programme involving representatives from all teams within the practice and aimed to support the practice to be a good place to work and a good place to be a patient.

Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks.

We spoke with a member of the nursing team who told us how leaders ensured the team had protected time to complete administrative duties required. For example, checking stock levels and emptying sharps bins.