- GP practice
Ordsall Health Surgery
Assessment report published 17 July 2025
Contents
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
Caring
CARING
At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.
People using Ordsall Health Surgery were treated with kindness and compassion. Staff protected their privacy and dignity and treated people as individuals.
People’s preferences were supported and people had choice in their care and treatment.
The service supported staff wellbeing.
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.
Kindness, compassion and dignity
Ordsall Health Surgery treated people with kindness, empathy and compassion and respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.
Arrangements were in place to promote patients’ privacy. National GP Patient Survey 2024 data reflected people felt listened to and were treated with kindness.
People who had completed CQC Give feedback on care forms consistently praised staff for being thoughtful and kind. People commented that this kindness and respectful attitude was maintained at all times.
People who identified themselves as carers specifically mentioned that they were listened to and provided with all the support they needed.
Treating people as individuals
The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and 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.
Independence, choice and control
People who used services and gave feedback confirmed they were supported to maintain independence and control. People stated they were able to make choices about their care.
People who sometimes did not have a voice confirmed they were listened to, for example a number of patients who identified themselves as experiencing serious mental health illness, (SMI) praised the practice in relation to the support provided to enable independent living and keeping control of their lives.
In addition, people who identified as carers indicated the practice helped them to access services that helped them to cope with their role as carers, as well as providing health care in a flexible way that assessed all their needs.
The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff helped patients and their carers to access advocacy and community-based services.
Responding to people’s immediate needs
The service was exceptional in how they 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. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.
The practice took the extra step of confirming each shift which staff had responsibility for each aspect of responding to a medical emergency. This was to ensure the best possible outcome because staff were well rehearsed and would worked efficiently should an emergency arise.
During the inspection patients returned approximately 90 CQC give feedback on care (GFoC) webforms. The vast majority received were positive and, of those, a significant number included descriptions about proactive staff were of meeting their immediate needs. People commented that nurses, doctors and reception staff, always listened and were attentive and helpful. People commented that: referrals were fast; prescription approvals were prompt; they received effective and kindly support during mental health crises; the practice were proactive in following them up if they missed a call after being allocated a phone consultation. People also described being unwell and receiving a call back within two-hours of contacting the practice, this included when patients had completed the on-line access triage form very early in the morning.Workforce wellbeing and enablement
The service cared about and promoted the wellbeing of their staff and was effective at supporting and enabling staff to always deliver person-centred care.
Staff told us leaders valued them. Staff consistently stated the team were like a family and there was an open-door policy.
Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas.
Staff reported they were listened to, and their ideas were respected and taken seriously.
Leaders were in the process of establishing regular all staff team building and training sessions.
The internal courtyard was a well-kept garden, which staff could access. This also provided a pleasant view from the reception area.