Springfield House

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 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 service made sure people could access the care, support and treatment they needed when they needed it.

Results of the 2025 National GP Patient Survey was mixed. This showed some people said they could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 51% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. Feedback to CQC in its Give Feedback on Care was “always manage to get an appointment either on the day or the future” and “things have improved massively over the last few years”

Feedback from the Friends and Family texts which were received from people that had just seen a clinical professional were “doctors and staff are amazing”, “got a same day appointment” and “the appointment was prompt”. Data from the National GP Survey showed that between January and March 2026 on average 93% of responses from patients said their overall experience of the service was very good or good.

In response to feedback from people who used the service, the practice had made a number of changes. This included the introduction of a total triage of all contacts with the surgery so that all requests were reviewed by a GP who prioritised patients with the most urgent needs and either offered a face to face or telephone appointment or signposted to other, appropriate services such as a pharmacy.

They changed the telephone system to include a ring back facility so that people did not have to join the telephone queue at busy times.

Treatment rooms were available on the ground floor and an 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 within the voluntary sector, to address any local health inequalities.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers.

Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet. This was reflected in the feedback shared from people who used the service, which was positive.

A member of the practice staff was the digital champion and promoted the NHS app to make accessing the practice easier.

The practice website had been redesigned making it easier for patients to understand and navigate. A leaflet was in the process of being written with instructions on how to make an on-line appointment.

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.