Ashley 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 79 (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 was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

People could request on the day appointments and pre-bookable appointments by visiting or calling the practice or, through the online webform or NHS App. Consultations were either face to face within the practice or by phone. We reviewed the appointment system as part of this assessment and found that on the day and pre-bookable appointments with GPs and nurses were readily available. The practice collaborated with the Primary Care Network and GP Federation to provide people with evening and Saturday appointments.

The service performed significantly better than the national average in the results of the 2026 National GP Patient Survey. For example, 96% of respondents to the survey described their overall experience of contacting this service as being good, this was significantly above the national average of 73%. The percentage of respondents to the survey who responded positively to how easy it was to contact their GP practice on the phone was 95%. This was significantly above the national average of 57%. This showed people could access the service when they needed it in a way that suited their needs. The Integrated Care Board (ICB) had formally recognised the practice's outstanding patient satisfaction scores and sent a letter to thank the entire team for their exceptional leadership and hard work.

The practice collected patient feedback through the Friends and Family Test. Feedback demonstrated overwhelming patient satisfaction with the appointment system. Patients frequently described the service as excellent and perfect. Patients reported being able to book appointments quickly, often on the very same day. Consultations consistently ran on time, minimising waiting times. Patients felt thoroughly listened to and never rushed during their appointments.

Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service.

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. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services, including the Primary Care Network, social prescribers and care co-ordinators. There was a nominated carer’s champion within the practice who contacted carers to signpost them to support services within the local area.

Staff understood the importance of providing an inclusive approach to care and adjusted support equity in people’s experience and outcomes. For example, quiet rooms and longer appointments for people with neurodivergent conditions. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as people living on boats and Travellers. There was a Travellers site close to the practice and people living at the site had been supported to register with the practice.

The 2026 National GP Survey showed that 100% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was above the national average of 92%.

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.