Dam Head 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 the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

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.

The service made sure people could access the care, support and treatment they needed when they needed it.

The service generally performed in line with local and national averages in the results of the 2026 National GP Patient Survey for patient access. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 65% of respondents to the survey described getting through to the practice by phone, compared to a national result of 57%. However, only 50% of survey respondents found it easy to contact the practice through their website, compared to a national average of 58%. The practice has recently implemented an online consultation system to improve access. This allowed patients to request appointments and seek advice digitally, reducing pressure on phone lines.

72% of respondents found that they were usually able to see their preferred healthcare professional, compared to a national average of 42%. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service.

The service made sure patients who needed extra support could access care easily and comfortably. For individuals with learning disabilities, autism, or language barriers, the service routinely offered double appointments to ensure they were not rushed. They also let these patients choose their own appointment times to better suit their individual needs.

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

Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services, including within the voluntary sector, to address any local health inequalities. All staff were trained in equality and diversity and had completed autism awareness training.

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

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.