Harrow Road GP Practice, Triangle House 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 assessed one quality statement in this key question to ensure patients were able to access care and treatment in a timely manner. At our last inspection we rated the practice good for providing responsive services. Our rating of this key question remains good.

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.

People could access care, treatment and support when they needed to and in a way that worked for them. This promoted equality, removed barriers or delays and protected their rights. Patients told us they could access clinical care when desired via different avenues. One patient told us they did not feel able to see a GP when they wanted to because reception staff often directed them to a different member of the clinical team. Results from the latest national GP patient survey showed the practice was in line with other local practices for the percentage of patients who responded positively to the overall experience of making an appointment and were satisfied with the appointment (or appointments) they were offered. The practice’s internal survey also showed positive results in these areas.

Leaders told us they had listened to patient feedback about access and implemented new systems and ways of working to facilitate improvement. Staff told us telephone lines were less busy than before following the introduction of a callback facility.

Results from the National GP Patient Survey showed that the practice was in line with other local practices for patients who responded positively to how easy it was to get through to someone at their GP practice on the phone. The provider carried out monthly friends and family patient surveys which showed that between November 2023 and November 2024 the practice carried out 10 survey which averaged a score of 86%.

The practice’s appointment system required patients to complete an online request form, which a clinical team member would triage. Patients who could not complete the online form could contact the practice via telephone or by attending the practice, and a receptionist would assist them. The reception staff had received care navigation training. Systems were in place to recall and invite patients to attend for childhood immunisations and cervical cancer screening.

The practice's opening times were 8 am to 6.30 pm, Monday through Friday. The practice advised patients to contact NHS 111 when the practice was closed. In addition, extended access appointments were available via the local hub during the week and on weekends.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.