York Street Health Practice

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

People could access services which were appropriate to meet their needs. Alongside in-house GP services, the practice offered outreach services to better engage with the inclusion health population.

The practice worked to reduce health and care inequalities by developing the service in response to patient need. For example, clinical staff had undertaken additional wound care training to support people via outreach services.

The practice proactively sought feedback from patients opportunistically when providing the service, and via a dedicated platform (Bevan Voices) where people could give feedback through numerous mediums.

The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People were involved in planning their care and understood options around choosing to withdraw or not receive care.

This service scored 89 (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 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.

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.

Results from the National GP Patient Survey (2025) confirmed that 86% of respondents felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (national average 87%).

The practice had an exceptional understanding of 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.

Leaders and staff demonstrated an excellent understanding of the patient population, with one of the main barriers to accessing healthcare being fear ora lack of trust. We heard examples of how staff focused on building trust through building positive relationships with patients and people experiencing homelessness to be able to assist with health and social care needs.

The practice had tailored its services to meet the diverse needs of its community. For example, the practice had recognised that many wound care services were difficult to access for inclusion health populations. In response to this, staff within the practice designed a patient-led, trauma-informed wound care service. This was delivered through the Bevan Bus and at multiple sites across the city. Clinical staff within the practice had undertaken chronic wound management training and specialist compression training in order support those people with severe wounds.

The practice provided a drop-in service at a local homeless centre to proactively identify people who may need access to healthcare services.

The practice worked closely with a local hospice and had a specific inclusion health protocol in place to support patients with early intervention and access to appropriate care.

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 could be provided in large print and multiple languages.

The provider recognised that newly arrived migrants to the country were unfamiliar with how to navigate the NHS. In response to this, staff within the service had worked with Doctors of the World (DOTW) health advisors to co-produce leaflets for the migrant population. These aimed to support them to gain an understanding of the health care system and their healthcare entitlements. The leaflet is available in multiple languages and is supported by an animated video which is available via the practice website and social media.

Patients were informed as to how to access their care records.

The practice was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. They always involved people in decisions about their care and told them what had changed as a result.

Patient feedback was used to shape services during care planning. For example, we saw evidence of care plans which considered the needs of individuals and documented how best to support them whilst best meeting their overall needs. Feedback was also used to improve services at a population level. For example, in response to patient feedback for more creative methods of engagement, the practice had introduced art therapy. This allowed patients to access support in a creative, accessible way which supports emotional expression and mental wellbeing.

The practice had processes in place to engage with patients and people who accessed services. Due to the complex nature of the inclusion-health population, feedback was obtained opportunistically by seeking thoughts and feedback when people were accessing services.

The provider had created Bevan Voices, a dedicated platform for people to share stories and experiences through various mediums such as art, writing and digital story telling. We were able to review these via the website as part of our assessment and found that people spoke positively about how engagement with the service had resulted in positive impact on their lives.

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 was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

Patients could access same day or routine appointments. Staff within the practice advised us that same day walk-in appointments were the most utilised and the appointment system was managed to accommodate this.

A variety of appointments were available to patients including face to face and (where clinically appropriate) telephone, video call, text and email.

Results from the National GP Patient Survey (2025) confirmed that 65% of respondents found it easy to contact the practice using their website (national average 51%) and 76% found it easy to get through to the practice by phone (national average 53%)

In addition to in-house appointments, the practice offered numerous outreach services aimed to support people within a more convenient location, those who failed to access health and social care services and vulnerable groups such as migrant and refugee communities and people experiencing homelessness. Examples of the outreach services included:

Bevan Bus – A mobile clinical team consisting of a paramedic, 2 nurses, an occupational therapist and a healthcare assistant. The team worked around the city delivering services to people experiencing homelessness in tents, within hostels and at other locations. People could access services such as COVID vaccinations, health promotion and advice, wound care and face to face consultations.

Hospital In-Reach Team – Provided by 2 GPs from the practice, this service supported people experiencing homelessness upon discharge from hospital. Patients are discharged into community beds and healthcare needs are met by the visiting GPs.

Migrant Health Team – A clinical team consisting of 2 nurses, 2 healthcare assistants and an occupational therapist. The team provided healthcare and support for refugees and migrants within the hotels they were housed in. Services included screening events such as tuberculosis, hepatitis B and hepatitis C, new patient health checks, creating NHS profiles and mental health support.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The practice proactively sought feedback from people who used the service. We reviewed various examples of this and found comments to be positive and demonstrate an improvement to people’s lives.

The provider trained and supported peer volunteers, advocates and experts by experience with lived experience. These individuals were able to engage with patients and overcome barriers such as language, digital exclusion and mistrust.

The practice carried out regular audit activity to review physical and digital activity and inform improvements in facilities, communication and service delivery. The provider had implemented a physical accessibility statement and regularly reviewed digital platforms to ensure compliance with accessibility standards.

The provider had an accessible action plan which informed the accessible information standards policy with improvements such as flagging and sharing communication needs, providing easy read appointment letters and health information, ensuring interpreter availability, and adapting physical environments.

Staff proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including with the voluntary sector, criminal justice and community care to address population health inequalities.

The provider actively supported people in vulnerable circumstances to register with the practice and provided education materials and support to ensure people were aware that a residential address was not needed. Where people required health care treatment but were unwilling to register, due to mistrust of services, staff worked with them and offered temporary registration to enable care to be provided.

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.