Calder View Surgery Also known as Calder View 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 have rated the practice as good for providing responsive services as patients were able to access suitable appointments, based on clinical need, and vulnerable people or those with protected characteristics were able to access care and treatment in ways that met their personal circumstances. The National GP Patient Survey outcomes were above national averages in relation to access. We found patients were involved in decisions about their care. The practice provided information people could understand. Patients were involved in planning their care and understood options around choosing to withdraw or not receive care.

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.

The practice made sure patients were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Discussion with leaders showed that they understood the needs of their local population and demonstrated a good understanding of the practice’s demographics, challenges they faced and systems in place which placed patients at the centre of care. Referral systems ensured patients received consistent, coordinated care when they moved between services. Staff told us that they involved patients in their care and treatment. They told us they did this by having discussions, offering choice, and by providing patients with the support they needed to understand, for example by offering support with any communication needs.

There were systems and processes in place to ensure patient’s care and treatment was delivered in a way that meets their assessed needs. The practice held registers of different patient groups, including those with a learning disability or a carer. The practice registered patients with no fixed abode by using the practice as their address.

The practice provided appropriate, accurate and up-to-date information in formats that were tailored to individual patient needs. The practice complied with the Accessible Information Standard, and we saw that staff had undertaken training. Patients could request information in more accessible ways, such as in large print. Individual communication needs were noted on a patient’s clinical record. The practice website had the functionality to translate to other languages. It included up-to-date information, for example, opening times, out of hours information, patient registration, clinics and services and health information and support. Reasonable adjustments were made at the practice to support communication, including a hearing loop and use of interpreters.

Staff told us the different ways that patients could share feedback and ideas and raise complaints. This included the NHS Friends and Family Test (FFT), the complaints process and through compliments. Staff we spoke with understood the complaints process and how to assist patients with any complaints or concerns they may have. There was an effective complaints process in place which included a lead and policy. We reviewed complaint records and saw complaints were actioned in an appropriate and timely manner, discussed in meetings, and learning shared. Where appropriate, patients were provided with an apology and signposted to the Parliamentary and Health Service Ombudsman (PHSO).

Patient feedback we reviewed regarding access was positive. In particular, the outcomes of the National GP Patient Survey had been consistently high and above national averages, and we saw further improvements had been made in the 2025 outcomes compared to 2024. We saw that that 89% responded positively to the overall experience of contacting the practice (national average 70%), 81% responded positively to how easy it was to contact the practice by phone (national average 53%), 62% responded positively to how easy it was to contact the practice using their website (national average 51%) and 60% responded positively to how easy it was to contact the practice using the NHS App (national average 49%).

The service made sure that patients could access the care, support and treatment they needed when they needed it. Appointment types included telephone and face-to-face. Appointments could be booked on the day or in advance, by telephone, online, or at the practice The practice offered home visits and urgent appointments for patients where appropriate. Staff were trained in care navigation which enabled them to signpost to other services. The practice operated a daily duty doctor system.

We saw that staff and leaders actively listened to information about patients who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Patients were offered longer appointments if they required them, for example, those with complex health needs. People with learning disabilities experienced additional care through annual reviews Staff had completed equality and diversity, learning disability and autism awareness training.

People were supported to make informed choices about their care and plan their future care while they had the capacity to do so. Decisions and choices made by people were documented and reviewed as required. Patients at end of life were reviewed in multi-disciplinary team meetings. People’s decisions and what mattered to them were delivered through personalised care plans that were shared with others who may need to be informed. Processes were in place to support patients to make informed decisions about their future, and to review patients at the end of their lives. Do Not Attempt Cardio-Pulmonary Resuscitation (DNACPR) and Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms were completed in line with guidance and with the input of patients, and when necessary, their carers.