- GP practice
Jorvik Gillygate Practice
Assessment report published 5 May 2026
Contents
Ratings
Our view of the service
Date of Assessment: 20 March 2026 to 24 March 2026.
Jorvik Gillygate Practice is a GP practice in York. It formed following the merger of two practices (Jorvik Medical Practice and the Gillygate Surgery) in November 2014. The main practice site is based in the centre of York at Woolpack House with two branch practices at South Bank and East Parade, York.
During this assessment we visited Woolpack House and the branch site at South Bank.
Jorvik Gillygate Practice delivers services to 27,240 patients under a contract held with NHS England. Some of these are registered with the practice via the NHS Special Allocation Scheme. This scheme ensures that people who have been removed from a practice list, often for aggressive or violent behaviour, can continue to receive appropriate care at an alternative location. Jorvik Gillygate is the only practice within York who provide this service.
Jorvik Gillygate Practice is currently registered with CQC to provide diagnostic and screening procedures, family planning, maternity and midwifery services, surgical procedures and treatment of disease, disorder, or injury. It is also a training practice for medical students training to be doctors and for fully qualified doctors training to be GPs.
The practice was last assessed in December 2015 and was rated ‘Good’ overall.
The National General Practice Profile states that the ethnic make-up of the practice patient population is 90.7% White, 5% Asian and 4.3% Black, Mixed Race or Other.
Information published by the Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 9th decile (9 of 10). The lower the decile, the more deprived the practice population is relative to others.
This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
For SAFE:
Jorvik Gillygate Practice had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were mostly protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications, and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care.
Although there were some good systems and processes in place, there were areas identified that required review with regard to medicine management.
For EFFECTIVE:
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people to make decisions in people’s best interests where they did not have capacity.
While the practice mostly had effective systems in place to monitor patient outcomes, monitoring of some patients with long term conditions and those on certain medicines required review.
For CARING:
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing exceptionally well.
For RESPONSIVE:
People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The practice had an active Patient Participation Group (PPG) who the provider worked with to promote patient engagement, health awareness and support vulnerable groups in the community. The practice was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The practice worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
For WELL-LED:
Leaders and staff had a shared vision and culture based on listening, learning, and trust. Leaders were visible, knowledgeable, and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. While many governance processes were well established, certain areas were identified which required review in order to strengthen oversight and monitoring.
Managers worked with the local community and collaborated with partners to deliver the best possible care and were receptive to new ideas. There was a strong culture of continuous improvement with staff given time and resources to try new ideas.
People's experience of this service
People who used Jorvik Gillygate Practice were given the opportunity to provide feedback to CQC as part of this assessment.
In total we received feedback from 378 patients, and although a small minority (around 12% of respondents) raised concerns around access, staff interactions, communication and care, the vast majority (88%) described very positive experiences, praising staff, availability of appointments, good chronic-disease and long-term condition management, efficient prescriptions, results handling and effective communication.
A local care home also provided feedback, highlighting that “the staff from the practice always treat the residents and staff with respect” and describing the practice as “outstanding in the support they provided to the home.”
Recent survey results, including from the National GP Patient Survey and the NHS Friends and Family Test were reviewed and showed that most people were satisfied with services offered by the practice.
Healthwatch information for January 2025 to February 2026 was also reviewed. While some negative comments were noted in relation to missed, delayed or incorrect diagnoses, communication failures, digital access issues, medication management problems and poor support for people with complex needs, overall, the feedback was predominantly positive. A large number of people described the practice as excellent, very good, caring and supportive. Many patients expressed high levels of trust in individual GPs, nurses, and reception staff, and several accounts described care that patients felt was genuinely life‑changing or even life‑saving.
Healthwatch acts as a champion for people using health and social care services, and they receive information of concern through various channels. This includes direct feedback from individuals, reports from local Healthwatch organisations, and data gathered from engagement activities like surveys and focus groups.They analyse this information to identify trends, highlight areas needing improvement, and inform decision-makers about public experiences and concerns.
There was a patient participation group (PPG) that represented the views of people using the practice and it described how the practice had engaged with them on a regular basis and how it encouraged input from its members.