Nork Clinic

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 practice involved patients 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The practice always treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. The National GP Patient Survey 2025 data reflected 92% of respondents said the healthcare professional they saw or spoke with was good at treating them with care and concern during their last general practice appointment. This was higher than the national average of 86%. The practice gave patients timely support and information. We witnessed telephone interaction between patients accessing the practice and reception staff to be respectful and kind.

The practice treated patients as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. They took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The National GP Patient Survey 2025 data reflected 97% of respondents said during their last appointment, they were involved as much as they wanted to be in decisions about their care and treatment which was higher than the national average of 91%. Feedback received directly by CQC from patients who used the practice included ‘the care and kindness is excellent from the front desk staff to the nurses and Doctors.’

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.

The practice promoted patient’s independence, so patients 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.

The practice listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured patients 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 always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they were valued by leaders. Staff members shared examples of how the leaders supported flexible working arrangements to accommodate personal and family needs and how their managers supported them at difficult situations at work. 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 being supported if they were struggling at work.