Berrycroft Community Health 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.

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.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Patient feedback was collected through a variety of methods such as online, in person and through the NHS Friends and Family Test. The practice had a compliments procedure as they recognised the importance of sharing positive feedback with staff.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and any learnings were shared with staff across the practice. A six-monthly complaints review process was undertaken, with the next review planned for October 2025.

We noted that the practice had a patient participation group (PPG) which had not been actively involved for some time and was in process of identifying new members to better reflect the practice’s population.

The patient feedback from the National GP Patient Survey 2025 indicated that the practice was performing below national averages for equity in access. For example, the percentage of respondents in the National GP Patient Survey who responded positively to their experience of contacting the practice as good was 40% which was lower than the local and national average of 70%

However, the practice had recently conducted an internal survey replicating the questions from the national survey. The outcome of the internal survey indicated 81% of respondents rated their overall experience of the practice as ‘very good’ or ‘fairly good’

The practice had been working to improve patient experience of access to the service and was in the process of introducing a digital triage tool (an approach to manage patient requests through a single workflow where all patients are assessed on clinicals need and directed to the most appropriate care). The new process also ensured any digitally excluded patients were able to contact reception and staff could complete forms on their behalf.

The practice had recently introduced more means of providing feedback, including QR codes in waiting areas, at reception and in consultation rooms to make it easier for patients to share real time feedback. The practice’s leadership hoped the initiative would help improve volume and timeliness of feedback.

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.

Staff treated people equally and without discrimination. They 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, including those in vulnerable circumstances such as homeless people.

The premises were purpose built and fully accessible for people with limited mobility. Treatment rooms were available on the ground floor and an automatic door was provided to the entrance.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patients’ experience and outcomes.

We noted that the social prescriber at the practice worked with group of volunteers to support patients experiencing social isolation. The group met twice a month to offer ‘walk and talk’ sessions and support to patients. Through this initiative, the social prescriber was able to connect volunteers with patients, thereby helping patients to access the wider support network.

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.