Springfield Medical 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 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 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, 72% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. Systems are in place to identify and respond to barriers to access, including language needs, disability, digital exclusion, and mobility challenges. Reasonable adjustments, such as longer appointments and alternative communication methods, are implemented where required.
The practice adapts services to meet diverse needs, making reasonable adjustments for vulnerable groups and engaging with religious and cultural communities to ensure appropriate care. Patients with learning disabilities receive tailored support, including adapted communication, extended appointments, and continuity of care through strong engagement with carers, improving access and satisfaction. Access arrangements are regularly reviewed using demand data and feedback to support continuous and equitable access. The purpose-built premises further support accessibility, with ground floor treatment rooms, a ramp, and automatic entrance doors.
 

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment.
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. For example, the practice shows a strong and proactive approach to reducing inequalities, particularly for patients with learning disabilities, adjustments such as familiar clinicians, flexible appointments, and accessible communication improve patient engagement. The practice had established a sensory room as part of its wider reasonable adjustments to support patients with learning disabilities, providing a calm and adaptable environment where consultations can take place if needed. These measures helped to improve patient comfort, attendance at appointments, and engagement with health checks and health promotion initiatives. Staff have a clear understanding of patient needs and work closely with carers, families, and external agencies to deliver coordinated and consistent care. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people, veterans and Travellers. Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet.

 

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.