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

The service performed better than 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, 80% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 77%.

The practice demonstrated several arrangements intended to improve access. Patients could access services through Ask My GP, by telephone or in person. Same-day urgent appointments were available, and reception staff provided support to patients who were unable to use digital systems. Additional measures included extended appointments, evening clinics, a call back function on the telephone system, home visits, and direct care navigation to alternative services where appropriate. The premises were accessible for wheelchair users and people with mobility needs, with lift access and disabled toilet facilities.

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.

The practice held Pride in Practice Gold accreditation and Veterans Accreditation and had a designated clinical lead for veterans. Registers and support systems were in place for carers, patients with mental health needs and people with learning disabilities.

Reasonable adjustments were recorded within patient records and alerts were used to identify patients requiring additional support. Interpreter services and hearing loop facilities were available.

The practice had an active Patient Participation Group (PPG), and meeting minutes demonstrated that members were regularly engaged in discussions about service developments, changes and improvement initiatives. The practice used feedback from the PPG to help inform service improvements. For example, following feedback that the telephone system was not sufficiently user-friendly, the practice reviewed and shortened the automated telephone message to reduce waiting times and improve the overall patient experience.

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.