Nork Clinic

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 that the practice met patient’s needs, and that staff treated patients 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.

The practice made sure patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in patient’s needs. Staff we spoke with told us they knew their patients well and offered care and treatment with a person-centred approach. They also provided longer appointments for patients who needed them.

Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

The practice understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity. We noted 57% of respondents to the National GP Patient Survey 2025 felt they usually got to see or speak to their preferred healthcare professional which was higher than the local average.

We also noted 96% of respondents to the National GP Patient Survey 2025 felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment which was higher than the national average of 92%. They tailored their services to meet the diverse needs of patients and promoted health education and preventative care initiatives. National GP Patient Survey 2025 results highlighted 77% of respondents felt they had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses which was higher than the local average of 72%.

The practice supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The practice had access to interpreter services, including British Sign Language. Information provided by the practice met the Accessible Information Standard. Patients were informed as to how to access their care records. A range of health and wellbeing leaflets and posters were on display for patient information.

The practice made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. They involved patients in decisions about their care and told them what had changed as a result. The NHS National Patient Survey 2025 data reported that 93% of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, which was higher than the local average of 87%.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

The practice made sure that patients could access the care, support and treatment they needed when they needed it. Patients could access the practice to suit their needs for example online, in person and by telephone. The practice had adopted a "total triage" model, where every patient contact is triaged before an appointment is made. Patients were directed to the appropriate type of appointment, either a face-to-face consultation, a telephone consultation, offered self-care advice, in house or out of hours hub appointment.

Data from the National GP Patient Survey 2025 highlighted showed that 92% of respondents found the receptionists helpful, in comparison to the national average of 83%.

The practice was accessible for wheelchair users, and patients with mobility issues used consultation rooms which were located on the ground floor. There was also a lift that patients could use to access the first floor. There was a car park on site with designated disabled parking spaces.

Staff and leaders actively listened to information about patients who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Although the practice promoted the use of the NHS App and online consultation tools, staff recognised that not all patients could or wished to use digital systems. Alternative access routes were maintained, including telephone and in person contact.

Feedback provided by patients using the practice, both to the practice as well as to CQC, was positive. Staff treated patients equally and without discrimination. Leaders proactively sought ways to address any barriers to improving patient’s experience. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patient’s experience and outcomes. The practice had processes to ensure patients could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. Staff used appropriate systems to capture and review feedback from patients using the practice, including those who did not speak English or have access to the internet.

Patients were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed patients were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.