Ashfield Road Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service made sure people could access the care, support and treatment they needed when they needed it.

The results of the 2025 National GP Patient Survey showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 71% of respondents to the survey described their experience of contacting the service on the phone as being good, which was significantly higher than the national average (48%) and local average (53%).

Also 77% of respondents to the survey described their overall experience of contacting this service as being good, which was higher than the national average (70%) and local average (64%).

The service provided examples of how they supported people to access the service, including guided support or completing the online triage form for people who were not confident in doing so. Staff understood the people who used the service and ensured reasonable adjustments to ensure fair and equal access for all, we saw examples of this during our onsite visit, such as staff ensuring people were comfortable and supported when a quiet area was requested. The premises at both the main site and the branch site had automatic doors, all clinical rooms were on the ground floor and support tools such as hearing loop and an interpreter service were in place. Digital flags were used for information to ensure people did not have to request reasonable adjustments more than once.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this.

Staff treated people equally and without discrimination. They provided examples of how they had addressed barriers to improve people’s experience of accessing care. For example, patients could be offered appointments at quieter times, continuity of care with the same clinician for non-urgent appointments, and a choice of location where appropriate. Staff were trained and confident in supporting patients to complete the online triage form. This support was available to anyone who needed assistance completing the form or who wanted help understanding and using the system independently.

During the onsite assessment, we observed interactions that demonstrated a kind, person-centred approach to care. Staff showed a good understanding of individual needs and adapted their approach to reflect people’s preferences. Reasonable adjustments were recorded and considered when delivering care.

The service was accredited through the Veteran Friendly Accreditation Scheme and displayed a dedicated notice board with information and support available to veterans. Staff used systems to capture and review feedback from people who used the service, including those who did not speak English as a first language or who did not have access to the internet. This was reflected in the feedback from people we spoke to during the assessment, which was positive and showed that people felt respected, supported and well cared for.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.