The Green 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 that the service met people’s needs and that staff treated people equally and without discrimination. At our last assessment in June 2023, we rated this key question as requires improvement. At this assessment, the rating has changed from requires improvement to good.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Not all the patients were supported to understand their conditions or to make decisions about their care from our review of clinical records related to patients with long-term condition such as diabetes.

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. The service worked in partnership with other services to meet the needs of its patient population.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to the individual needs. Posters on sepsis awareness, complaints process, and immunisation were displayed at the reception.

The service made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. Complaints were managed in line with the practice’s policy.

The service made sure that people could access the care, support and treatment they needed when they needed it. The National GP Patient Survey 2025 results showed that 75% of the respondents had good overall experience of contacting this service compared to national (70%) and local (71%) averages. The practice had introduced a call-back option on the telephone line to ensure ease of access to appointments. The service was situated on the first floor of the location with access to service lift for patients unable to use the stairs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience and outcomes and tailored their care, support and treatment in response to this. Feedback provided by people using the service to CQC was positive. However, feedback obtained from the local Healthwatch in the London Borough of Hounslow was both positive and negative as related to access and staff attitude.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future including end of life. Our records review showed people were supported to consider their wishes for their end-of-life care including cardiopulmonary resuscitation and the information was shared with other relevant services when necessary.