Jorvik Gillygate Practice

On this page

• 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 that the service involved people and treated them with compassion, kindness, dignity, and respect.

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Jorvik Gillygate Practice treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Results from the National GP Patient Survey showed that the practice scored consistently higher than the national average across several areas, for example:

• 76% of the respondents to the survey responding positively to their overall experience of the practice (national average 75%):
• 89% of respondents stating that during their last appointment, the healthcare professional was good at treating them with care and concern (national average 87%):
• 81% of respondents stating that during their last appointment, the healthcare professional was good at considering their mental wellbeing (national average 74%): and
• 91% of respondents stating that they found the reception and administrative team helpful (national average 83%).

The latest ‘Friends and Family Test’ feedback from patients also reflected a high level of satisfaction with the practice with 94% of respondents rating the practice as ‘good’ or ‘very good’.

In feedback received by the CQC, one patient reported how staff “had been kind, compassionate and really efficient,” while another stated that “doctors are kind, attentive, interested, respectful, efficient, caring and knowledgeable.” A third also highlighted that “reception staff are friendly, helpful and cheerful,” while a fourth stated that “I never feel rushed…they listen carefully and take me seriously.”

During our visit we observed that arrangements were in place to promote patients’ privacy and that treatment rooms, for example, all had appropriate privacy curtains.

Jorvik Gillygate Practice treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. It took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and their protected characteristics.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

During our assessment we found that staff had taken on specific lead roles to provide more specialist support for patients. These included roles relating to palliative care, mental health, contraception, diabetes, chronic kidney disease, asthma care, coronary heart disease, and stroke.

Results from the National GP Patient Survey showed that 93% of patients felt that they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was above the local and national average of 91%.

In feedback received by the CQC, many patients expressed gratitude for staff taking additional time, making reasonable adjustments, and going beyond standard expectations to ensure patients felt supported, respected and well cared for. For example, one patient stated that the practice “takes into account my disability and offers online or closer appointments” while another stated that “the care, patience and time taken to understand my medical history has been outstanding.”

Jorvik Gillygate Practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

Systems and processes were in place to support patients and their carers to access advocacy and community-based services, and this included promoting local services for carers on their website. As of March 2026, there were 754 carers registered on the practice system, compared to 426 the previous year.

Results from the National GP Patient Survey showed that 61% of patients said that they were offered a choice of time or day when they last tried to make a general practice appointment (compared to the local average of 55% and national average of 54%).

61% of patients also said that they were normally able to see or speak to their preferred healthcare professional when they would like to, significantly above to the local average of 41% and national average of 40%.

Jorvik Gillygate Practice listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern, or distress.

There was a system for appointment triage that ensured people with immediate needs had access to services they required.

The National GP Patient Survey showed that 86% of patients said that they felt that their needs were met during their last general practice appointment, which was just below the local and national averages of 90%.

Jorvik Gillygate Practice cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

In feedback to the CQC, staff were positive about the practice and stated that they felt supported by line managers and senior management; and that managers were visible and approachable.

Leaders had taken clear and proactive steps to recognise and address the wellbeing needs of staff. This included ensuring appropriate resources and facilities for safe and effective working, such as access to regular breaks and dedicated rest areas.

Results from the 2024 staff survey reflected a positive culture within the practice: 98% of staff reported enjoying their roles, 83% said they would recommend the practice as a place to work, 95% felt they understood what was expected of them, and 88% felt trusted to deliver their duties. In addition, 98% of staff agreed that the practice supported their health and wellbeing despite the pressures associated with their roles.

The practice had analysed these survey findings and implemented an action plan to address any areas where staff feedback had been less positive.

A wide range of initiatives were in place to support staff physical, mental, emotional, and social wellbeing. Staff had access to weekly fresh fruit, exercise groups and other activities that promoted healthy lifestyles and team cohesion. Mental health and general wellbeing were supported through access to free counselling, Mental Health First Aiders, NHS wellbeing apps, and an on‑site Citizens Advice Bureau providing confidential financial and legal advice. The practice also offered funded Blue Light Card membership and confidential financial support, contributing to reduced stress and improved staff resilience.

Wellbeing resources were readily accessible and included a wellbeing library of available support, mindfulness materials, a book exchange scheme, and tools designed to encourage relaxation and personal development.

A positive workplace culture was further strengthened through initiatives such as a “positivity wall,” staff recognition activities, and quarterly staff‑only wellness group meetings. These meetings provided a safe space for open discussion and helped shape ongoing wellbeing priorities. Social events and charity activities further enhanced team cohesion and the sense of community within the workforce. Staff feedback confirmed these initiatives had a meaningful and positive impact on morale, team relationships, and overall wellbeing, contributing directly to the delivery of safe, high‑quality care.

The practice demonstrated a strong commitment to staff development and career progression. This included supporting an existing staff member to transition into an apprentice accountant role and enabling another to progress from apprentice receptionist to qualified nurse. This reflected the practice’s ethos of developing and retaining staff, supporting succession planning and ongoing professional development.

Jorvik Gillygate Practice was also a training practice and worked in partnership with local universities and Hull York Medical School to support a range of learners including GP registrars, medical students, trainee and return‑to‑practice nurses, nursing associates, and trainee counsellors.

In addition, the practice also supported the GP Retainer Scheme, offering flexible opportunities for GPs to remain in practice.