Newington Road Surgery Limited Also known as Newington 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 that the service involved people in decisions about their care and supported equitable access to treatment.

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.

The service encouraged people to share feedback and provided information on how to make a complaint. However, we found that some of the information on the leaflet given to people was outdated. After this was highlighted, the service updated the leaflet.

We reviewed a sample of complaints and found that they had been investigated and responded to. However, the process was not fully in line with regulatory requirements. In 2 cases, the individual wished to make a formal complaint and requested a formal written response. The service resolved the matter by telephone, which is permitted under the regulations, but only when the complainant has agreed to this approach. We did not see evidence that this agreement had been recorded.

Following feedback, the service acknowledged this and reminded relevant staff of the need to document consent when handling complaints in this way.

Learning from complaints was evident and staff were able to identify changes made as a result of feedback for example, providing reasonable adjustments to people who had trouble accessing the practice.

The service now completed an annual review of complaints to identify any themes or trends. The recent review highlighted areas for improvement, including the need to better meet patients’ communication needs and to improve the documentation of communication preferences. An action plan was developed, that included staff training, increased patient engagement and ongoing monitoring of communication and documentation standards to ensure improvement.

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

There were established processes to monitor and respond to changes in demand for services and clinical risks. There was a triage system to assist staff to appropriately prioritise people according to clinical needs.

The service offered extended appointments for people who needed extra time during their consultation.

People could access the service to suit their needs for example online, in person and by telephone.

Treatment rooms were located on the ground floor and the entrance had a ramp to support accessibility.

We reviewed the appointment system and found that people could access the next available face‑to‑face or telephone appointment with a GP or the practice nurse in a reasonable timeframe. The service told us they ensured emergency appointments were available for people who needed to be seen urgently.

Results from the national GP Patient Survey (April 2025) showed 30% of people responded positively to how easy it was to contact the practice on the phone which was below the national average of 53%. Additionally, 59% of respondents responded positively to the overall experience of contacting the practice, compared to the national average of 70%. The service was aware of this feedback and had introduced an online triage tool in May 2025 in response. Staff told us they received positive feedback about the triage tool from people, particularly in relation to improved access to appointments. This was reflected in the comments from the NHS Friends and Family Test (February and March 2026). We also saw the service had implemented an action plan in response to feedback. This included continuing to monitor telephone capacity, using social media and waiting‑room screens to share key messages, and maintaining good overall communication with people.

The service was actively recruiting additional staff to support access and meet demand.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.