Spital 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 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 ensured that people could access the care, support, and treatment they needed when they needed it. Staff enabled access to services when required, including arranging home visits for people who needed them. The service maintained accessible premises and equipment and provided support to help people overcome barriers and ensure equal access. Treatment rooms were available on the ground floor. Ramped access was provided to ensure ease of access to the premises.

People who used the service provided positive feedback with regards to their ability to access care and treatment. The service performed better than both local and national averages in the results of the 2025 National GP Patient Survey. For example, 94% of respondents described their overall experience of contacting the services as good (compared to 69% nationally). In addition, 86% of respondents reported that it was easy to contact their GP practice by phone (compared to 52% nationally). The percentage of respondents to the GP patient survey who stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment was 95% (compared to 91% nationally).

Feedback shared with CQC from people using the service was overwhelmingly positive about how easy it was to access appointments and their experience accessingappointments and services.

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. For example, patients whose circumstances may make them vulnerable such as those with a learning disability or dementia were offered appointments at quieter times.

People who used the service had equal opportunities to access reviews of their care, treatment and medicines, this included health screening. The service had processes to ensure all people could register at the service, including those in vulnerable circumstances. Appointments were available outside of school and usual working hours. People could access appointments online, over the telephone and in person. Digital flags were used within the care records system to highlight any specific individual needs, such as the requirement for longer appointments or for a translator to be present. The service had registers in place for people with a learning disability and annual checks were carried out to identify and address health issues early. The practice worked in close partnership with local services, to meet the needs of underserved and vulnerable groups. This included a dedicated multidisciplinary team for care of the elderly, who undertook weekly virtual and face-to-face ward rounds in care homes. This approach led to improved continuity of care, and timely clinical interventions.

Staff demonstrated a thorough understanding of equity and routinely tailored care and support to meet individual needs, ensuring fair access and outcomes for all. Systems and processes were flexible and responsive, enabling people in vulnerable circumstances to register and access services without barriers.

Feedback shared directly with CQC showed that patients were satisfied with their experiences and the services provided.

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.