Ashley Surgery

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• 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 outstanding. At this assessment, the rating remains the same.

This service scored 100 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The service had arrangements to promote people’s privacy for example, confidential conversations or during intimate examinations. We observed staff treating people with kindness and respect throughout our assessment. One member of staff described how they had gone the extra mile when a person, who was not registered with the practice, asked if they could receive a flu vaccination. The staff member did not turn them away but arranged for them to have the vaccination at a local pharmacy.

The service performed better than the national average in the results of the 2026 National GP Patient Survey when compared with other GP practices. This showed people felt listened to and were treated with kindness. For example, 97% of respondents to the survey felt the healthcare professional at their last appointment was good at treating them with care and concern, this was above the national average of 86%. The percentage of respondents to the survey who stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them was 100% and was significantly above the national average of 87%. In addition, 98% of respondents were positive about their overall experience at the practice. This was significantly higher than the national average of 75%. In recognition of their performance, representatives of the NHS Staffordshire and Stoke-on-Trent Integrated Care Board had written to the practice to congratulate the team on these excellent results and on their dedication, professionalism and commitment.

This was mirrored in feedback from people collected through the Friends and Family data. Over the previous 3 months, unverified data showed the practice had received 601 patient responses of which 99.5% described their experience at the practice as good or very good. People used words such as excellent, very friendly and helpful, understanding and professional to describe the care provided. One patient stated the practice was a perfect example of a GP practice and other patients praised individual staff members for the care they provided.

As part of our Give Feedback on Care campaign, we received 5 comments. Two comments reflected the demands on the dispensary whilst the service recruited a new member dispenser to back fill a vacancy. The other 3 comments were very positive regarding professional and friendly staff and that nothing was too much trouble for staff working at the practice.

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.