Kirkgate 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 practice 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 75 (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 practice made sure people could access the care, support and treatment they needed when they needed it.

The practice offered a range of appointment options, including urgent, routine and home visit appointments. Requests for home visits were clinically triaged, and visits were undertaken where appropriate to meet patients' needs. Patients could also access evening and weekend appointments through Primary Care Network enhanced access arrangements. Leaders used patient feedback and other information to identify and address barriers to access. The practice had plans in place to further increase appointment capacity from August 2026 through the addition of a GP registrar and Foundation Year 2 doctor.

Both premises were accessible to patients, with services provided on the ground floor and disabled parking spaces being available. Staff understood the need to make reasonable adjustments and considered the needs of people with protected characteristics when arranging care and treatment. Patients could access appointments through a variety of methods, including telephone and online services, and a call-back function was available to reduce waiting times. Data provided by the practice showed average telephone wait times during July 2026 were approximately six minutes. Results from the 2026 National GP Patient Survey indicated that patient experiences of access were mixed. Whilst 52% of respondents found it easy to get through to the practice by telephone, compared to a national average of 57%, lower satisfaction was reported for digital access, with 37% finding it easy to contact the practice through its website compared to 58% nationally, and 42% finding it easy to contact the practice using the NHS App compared to 54% nationally.

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 understood the importance of providing inclusive and person-centred care and made reasonable adjustments where required. This included offering longer appointments for patients with additional needs, providing access to interpreters, British Sign Language (BSL) support and a hearing loop, and identifying patients requiring additional support through alerts on their clinical records. The practice maintained registers for patients with learning disabilities and carers, enabling staff to provide targeted support and follow-up.

The practice had systems and processes in place to capture, review and respond to patient feedback and complaints in line with recognised guidance. Leaders reviewed patient experiences and other sources of information to identify opportunities for improvement and reduce barriers to care. Results from the 2026 National GP Patient Survey were positive, with 95% of respondents reporting that their needs were met during their last appointment, compared with a national average of 90%. Staff and leaders demonstrated an awareness of the needs of their local population and took steps to tailor care and support for people who may be at greater risk of experiencing inequality in their care, treatment and outcomes.

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.