- GP practice
Lister House Surgery - Luton
Assessment report published 17 August 2026
Contents
Ratings
Our view of the service
Date of Assessment: 7 July 2026 to 13 July 2026. Lister House Surgery in Luton is a GP practice and delivers services to 6,282 people under a contract held with NHS England. The National General Practice Profiles shows 30% of people registered are White, 54% Asian, 3% Mixed, 9% Black and 4% Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 3 decile (3 out of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment considered the demographics of people who used the practice, the context the practice was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
SAFE: The practice had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.
EFFECTIVE: People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity.
CARING: 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.
RESPONSIVE: People were involved in decisions about their care. The practice provided information people could understand. People knew how to give feedback and were confident the practice took it seriously and acted on it. The practice was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The practice worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
WELL-LED: Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, and helped staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.
Since the last assessment, the practice had made improvements and is no longer in breach of regulation.
People's experience of this service
The practice displayed clear information within the reception area regarding the Care Quality Commission's Give Feedback on Care (GFC) process, helping people understand how they could share their experiences of the practice. We reviewed feedback received through the GFC process and considered the views of people spoken with during the onsite assessment.
National GP Patient Survey results published in July 2026 presented a mixed picture of patient experience, with patient satisfaction and access measures generally below local and national averages. Friends and Family Test data was not available for review, the range of feedback received during the assessment provided additional insight into people's experiences of the practice.
Feedback was consistently positive from patients, the Patient Participation Group (PPG) and care home staff. Patients spoke highly of the helpful, friendly and professional nature of staff and were complimentary about the quality of care and treatment they received. People told us they felt listened to, supported and involved in decisions about their care and were generally able to access services when needed. The PPG described a positive and constructive relationship with practice leaders and provided examples of how patient feedback had informed service improvements, including changes to access arrangements. A representative from a local care home also provided highly positive feedback, highlighting good access to services, responsive staff, effective communication and a strong commitment to meeting residents' healthcare needs. Overall, feedback demonstrated that people were treated with kindness and respect and were satisfied with the care and support they received.