Lawrence Hill Health 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 practice 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.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The practice supported staff wellbeing.

This service scored 70 (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 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 peoples’ privacy and people could request a private room to discuss their needs with receptionists. However, during our onsite visit, we overheard staff speaking to people in the busy reception area. Although the conversations we overheard showed staff were being kind and courteous, this did not protect people’s privacy and dignity. The self check-in screen was located at one end of the reception desk, right next to where people were directed to speak with reception staff. These conversations could also be overheard. We raised this with the practice who told us they would consider options to improve the privacy for people in the reception area.

The 2025 National GP Patient Survey data reflected 78% of responders felt the healthcare professional they waw was good at listening to them. Although this shows a positive experience of the responders’ last appointment, this was still lower than local and national results of 87%. The practice did not evidence they had reviewed this survey and identified actions for improvement.

The practice 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.

Staff had a good understanding of peoples’ personal, cultural, social, religious and equality characteristics. For example, a recent Women’s Health Day was held at the practice where people could drop in and discuss their health concerns. Translators were available on the day, and the practice provided food and a prayer space for those that required it.

People’s communication needs were met to enable them to be fully involved in their care. Translators were available over the phone or in-person several days a week to support people to understand and be included in their care and treatment.

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

Non-clinical staff were not aware of the support the practice offered to carers. However, clinical staff we spoke to told us those with caring responsibilities were identified and offered support such as an annual flu vaccine and the practice website contained advice and support.

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

There was a system for appointment triage that ensured people with immediate needs had access to services. We found there was good availability of appointments for people that needed to be seen the same day or in 1 or 2 weeks, depending how urgently they needed to be seen. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

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

Staff told us they were valued by leaders. 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 and rest areas. Staff reported being supported if they were struggling at work. Leaders had recently held a staff wellbeing day where lunch was provided alongside art and craft activities.