Harlow Road 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 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 2025 National GP Patient Survey showed that 70% of patients felt the healthcare professional at their last appointment treated them with care and concern, compared with a local average of 81% and a national average of 86%. Additionally, 75% of respondents reported confidence and trust in the healthcare professional they spoke to, which was lower than both the local and national averages.

In response in October 2025, the practice carried out a Friends and Family survey (FFT) the practice received 68 responses. Of these, 47 patients rated the service as good, 12 as poor, and 3 as neither good nor poor. Key themes highlighted were patients felt staff lacked compassion and did not always listen fully. In response to the findings, the practice shared and discussed the feedback with all staff, reinforcing the importance of communication, active listening, and patient experience. A follow‑up survey in March 2026 showed improvement, with 73 responses received. Of these, 62 patients rated the service as good, 7 as poor, and 4 as neither good nor poor. In addition, no further concerns were raised about the clinician’s attitude.

The practice held regular patient participation group (PPG) meetings, where peoples feedback was responded to and changes discussed. We spoke with members of the PPG who provided positive feedback.

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.