Dr Imran Gohar Also known as SYDENHAM HOUSE DOCTORS 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 could access care, treatment and support when they needed it. Leaders and staff were alert to discrimination and inequality that could disadvantage groups of people who used the service and sought ways to address any barriers.

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 performed in line with the national average in the results of the 2025 National GP Patient Survey. 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, 75% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 53%.

A range of services were available at the practice, including travel immunisations, joint injections and family planning. Pre-bookable blood test appointments could be made on a Monday morning. Appointments were available face to face, via the telephone or online so that patients could choose to attend their appointments in a way which met their needs. Urgent appointments could be made on the day, and routine appointments could be made up to 2 weeks in advance. Patients could book an appointment outside of normal hours through the extended access service via the practice.

Patients told us that they were able to get appointments at a time that suited them. Receptionists told us that they rarely had more than one person waiting in the telephone queue and we were able to get through to the practice easily when we contacted the practice through their phone systems.

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 individual needs.

Staff treated people equally and without discrimination. There was a sensitive and perceptive understanding of the needs of the diverse practice population. The provider proactively sought opportunities to address barriers to improving experiences and outcomes, and worked with local services, including organisations within the voluntary sector, to tackle local health inequalities. For example, the practice worked closely with a women’s refuge, providing appointments and support at short notice.

Staff understood the importance of providing an inclusive approach to care and made reasonable adjustments as needed. The provider had identified that some patients were unable to fully participate in consultations due to hearing impairments and delays in accessing hearing aids. In response, they procured a sound amplification device to support communication and enable patients to be fully involved in their consultations.

Patients spoke a wide range of languages. Clinicians were able to converse in several languages, including Chinese, Hindi, Urdu, Punjabi and Ukrainian.

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.