BHF Highgate Surgery

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 were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. The service worked to reduce health and care inequalities through training and feedback.

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. We looked at data from the national Friends and Family test for January 2025, the vast majority of feedback was rated as either good or very good, with 94% of the 114 responses received being positive, 5% were neutral and 1% was negative. Any negative feedback comments were discussed at the clinical governance meeting and action taken as appropriate. For example, the volume of the radio in the reception area was turned down. Results from the National GP Patient Survey showed that 85% of patients felt their needs were met during their last general practice appointment. This was compared to the local average of 91% and national average of 90%.

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 provider worked closely with their Primary Care Network (PCN) and helped to plan, develop and deliver services across the locality with a view to improving patient satisfaction. An example of this was a shared mental health worker who provided care across practices within the PCN to improve access to mental health services.

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

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 as a result of patient feedback, including complaints.

The service made sure that people could access the care, support and treatment they needed when they needed it. The practice was open 8am to 6.30pm Monday to Friday. People could access the service to suit their needs, for example, online, in person and by telephone. All staff answering the telephone had received training in care navigation and were able to signpost patients to the most appropriate pathways when required. This included the pharmacy first scheme, evening extended access appointments and to social prescribers.

Data from the latest National GP Patient Survey showed 68% of patients found it easy to get through to their GP practice by phone (national average 50%) and 80% said their overall experience of contacting their GP practice was positive (national average 67%). We observed the next available GP appointment to be at 8am the following day or further appointments were available in 2 working days’ time. There were practice nurse appointments available on the day. Treatment rooms were available on the ground floor and there was an automatic door fitted to the entrance.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback to the provider from patients through the national Friends and Family test was positive. Staff treated people equally and without discrimination. Leaders sought ways to address any barriers to improving people’s experience. The provider supported events at one of their other practices, for example, a recent video gaming event which patients of this practice could access. The practice was an Armed Forces Veteran Friendly accredited GP practice. 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, including those in vulnerable circumstances such as homeless people. Results from the National GP Patient Survey showed that 85% of patients felt their needs were met during their last general practice appointment. This was in line with the national average of 90%. It also showed that 76% of patients described their overall experience of this GP practice as good, this was in line with the national results of 74%.

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.