The Belgrave Medical Centre

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 service met people’s needs, and that staff treated people equally and without discrimination. At our last assessment in July 2023, we rated this key question as good.

At this assessment, the rating remains the same because we found no issues with person-centred care, equality, diversity and inclusion.

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 service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. 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 service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening and immunisation programmes. There were established mechanisms for engaging with the community healthcare provider.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information on health services available at the location was available in a range of languages including other health awareness posters such as mental health services, screening clinics and complaints procedures. The practice had access to interpreter services. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records using the NHS App. Staff at the service had access to interpreting services when needed to communicate with the patients.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. 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 because of patient feedback, including complaints. However, recording of the learning needed to improve to embed good practice.

The service made sure that people could access the care, support and treatment they needed when they needed it. The National GP Patient survey 2025 result showed the service (84%) was above the national (70%) and local (71%) averages with patients’ overall experience of contacting the GP practice. The percentage of respondents who found it easy to contact the GP practice on the phone was 76% which was higher than the local (60%) and the national (53%) averages. However, the percentage of respondents who found it easy to contact the GP practice using their website was 45% which was lower than the local (52%) and the national (51%) averages. The premises used by this service were located across 4 floors with patient consultations completed on the ground floor and basement of the building. The hallways and corridors were accessible to wheelchair users and baby prams. Patients with mobility issues were seen in clinic rooms on the ground floor. There was a plan to renovate the building and a service lift would be installed to help with patient access. Patients we spoke to informed us that the telephone appointments had improved access for them which was confirmed by the 2025 National GP Patient survey results. The practice opened Monday to Friday from 8:00am to 6:30pm. There was information for patients on the practice website on how to access services out of hours when needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Feedback provided by people using the service to CQC, was positive. Staff treated people equally and without discrimination. The service proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. For example, the service identified the need to increase clinic rooms on the ground floor and discussed with relevant stakeholders to ensure the barrier was removed by actively planning the needed renovations.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The provider had processes to ensure people could register at the practice regardless of their circumstances. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

People 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 people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.