Faircross Health 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 that the service met people’s needs, and that staff treated people equally and without discrimination.

At our last assessment we rated this key question as Good. Since then, the service has changed provider and at this assessment the rating is still Good.

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Whilst we saw evidence that the service tried to make 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. This was not sufficiently demonstrated in the 2025 National GP Patient survey, where 76% of respondents felt they were involved as much as they wanted to be in decisions about their care and treatment during their last practice appointment. The practice had an action plan which was developed with all staff to improve the outcome of this.

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.

The service 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. The practice adapted its services to meet the diverse needs of its community, including targeted outreach to homeless individuals—regardless of GP registration—resulting in over 500 people receiving healthcare who would otherwise have gone unseen. We also saw that the practice had a number of other outreach events planned and dated in the diary for 2025.

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

Information to promote the take up of screening programmes was available in a range of languages. The practice had access to interpreter services, including British Sign Language. 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.

In response to the National GP Patient Survey data and from feedback from members of the community, the provider had identified changes to improve access to the service and devised an action plan to support this. For example, routine telephone access audits were carried out and changes were made to the number of staff available to answer phone calls during busier times of the day.

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.

Feedback from people using the service was consistently positive. Staff were described as treating everyone equally and without discrimination. Leaders actively sought opportunities to remove barriers to improving people’s experiences and collaborated with local organisations, including those within the voluntary sector, to address local health inequalities. For example, the practice organised a series of community outreach clinics for marginalised groups, such as African and Caribbean residents. These sessions provided health education, lifestyle advice, access to health checks, and counselling. Specialist consultants, including Sickle Cell Consultants, were also in attendance.

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 and Travellers. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet

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.