The Manor Park 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

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 practice had a registration policy that promoted equitable access to care regardless of nationality, immigration status, fixed address or ability to provide identification. This included people experiencing homelessness, refugees, asylum seekers, travellers and people leaving prison. Staff supported patients at risk of digital exclusion by providing paper registration forms and assistance to complete and upload information where required.

The service triage system supported equitable access by enabling staff to direct patients to the most appropriate clinician or service based on their needs. This included access to in-house clinicians and external services such as community pharmacy, physiotherapy and mental health support services.

The practice premises had step-free and wheelchair access and an accessible toilet. Treatment rooms were available on the ground floor and there were facilities to support patients with visual, cognitive, and family needs, including clear signage, an induction hearing loop and baby changing and breastfeeding facilities. Reasonable adjustments were available for patients with autism, sensory sensitivities, learning disabilities, and cognitive impairment or communication barriers. These included access to a quiet room and longer appointments where needed. Several members of staff were multilingual and written information in different languages and interpreter services were available, including British Sign Language support.

Core opening hours were 8:00am to 6:30pm, Monday to Friday and appointments were offered face-to-face, and by telephone and home visit appointments where needed. The NHS 111 service was able to book eligible patients directly into protected appointment slots. Unverified data from the practice showed that between 11 May and 9 August 2026, the practice delivered 6,239 appointments for 4,991 registered patients, including 2,994 same-day appointments. Telephone access showed an improving trend and 80% percent of appointments were provided face-to-face, which was higher than the Primary Care Network average. Additional and urgent evening and weekend appointments with GPs, nurses and healthcare assistants were available through the Primary Care Network's Enhanced Access service and the Newham GP Co-operative out-of-hours service, in collaboration with neighbouring practices.

Staff had made changes to improve access in response to feedback from people who used the service by providing an additional clinic in October 2025 due to patients’ needs during NHS winter pressures. The service performed better than the national average in the 2026 National GP Patient Survey access-related indicators. Results for patients access by telephone, through the NHS App and through the practice website exceeded local and national averages. Eighty-one percent of respondents to the survey described their overall experience of contacting this service as being good, compared to a local average of 67% and national average of 73%.

The service gathered and used information about people more likely to experience inequalities in experiences and outcomes. Staff used this information effectively to tailor services to meet people’s individual needs and requirements.

The practice's registration and triage systems supported equitable experiences and outcomes for patients, including children, people living with frailty, those with long-term conditions and those experiencing vulnerability.

Care was based on clinical need and individual circumstances and staff engaged and worked with patients and local health partners and the community, to address any barriers to improving people’s experience and outcomes of care.

The practice had identified a proportion of its patients were Muslim. Staff told us they had discussed the impact of fasting on diabetes management with these patients, and smoking cessation before and during Ramadan, which was supported by information displayed in the practice in English and Bengali. The practice provided an in-house smoking cessation service, which reduced barriers to accessing support, particularly for patients with a higher prevalence of smoking such as Bengali males on the practice list, and those who may have found it difficult to attend external services.

Staff had established relationships with local mosques, faith leaders and the local temple and worked with community networks to support health promotion activities, including street-based blood pressure checks during Ramadan, and to address concerns about vaccination uptake, including those relating to gelatine content. Staff told us the practice had also worked with its GP federation to improve access to flu and COVID-19 vaccinations for underserved populations and had developed links with local foodbanks and organisations supporting people into work.

Staff treated people equally and without discrimination and tailored arrangements and care to support and meet patients' individual needs. Staff appraisals included discussion of equality, diversity and inclusion.

The practice’s systems to identify and support patients with learning disabilities were effective. Unverified practice data showed that, as of August 2026, all three patients aged 14 to 17 years on the learning disability register had received an annual health check and health action plan (100%). Of the 22 adult patients on the register, 21 (95%) had received an annual health check and health action plan, and the remaining patient had completed a review within the current reporting year. No patients at the practice had declined a health check or health action plan. The practice’s performance was higher than local averages for annual learning disability health checks.

Staff received appropriate training in equality, diversity, inclusion, learning disability and autism awareness. The practice was part of the Safe Surgeries programme and committed to providing inclusive care. Arrangements based on individual needs or considerations were in place, such as patients preferred names and pronouns. Information about local support services for LGBTQ+ patients was available in the waiting area.

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.