Westgate 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

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 79 (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 provided a range of appointment options to support patient access, with core opening hours between 8am and 6:30pm Monday to Friday, alongside extended access appointments through the Primary Care Network. Patients were able to book appointments online, by phone, or in person, with availability including urgent, routine and home visit appointments. The 2025 National GP Patient Survey results showed that 64% (national average 53%) of respondents found it easy to contact the service by telephone. In addition, 64% (national average 51%) of patients found it easy to contact the service via the website. The survey also showed that 67% (national average 49%) of patients found it easy to contact the service using the NHS app.

The service operated a daily duty doctor system. Processes were in place to assess and triage patients’ appointment requests. Staff had been trained in care navigation, were supported by guidance, procedures, and there was safety netting to ensure that care decisions were safe and suitable for the presenting patient. The service had carried out quality improvement work focusing on capacity and access, which had led to an increase in the GP workforce.

The service was responsive to local needs and proactively redesigned services to meet those needs.

The service undertook a project to review and address health inequalities in women’s healthcare. This led to the introduction of additional fixed same-day appointment slots for women’s health, improving timely access to care. They had plans to carry out a reasonable adjustments project to identify patients who may need support in accessing care. The service had undertaken outreach work within the local community, including attending local events to improve access and engage with harder-to-reach groups.

The premises supported inclusive access, with services delivered from the ground floor, automatic doors, and dedicated disabled parking available. These features ensured the environment was accessible for patients with additional mobility needs.

Staff and leader were innovative in how they listened to information about people who were most likely to experience inequality in experience and outcomes. They actively used this information to provide exceptionally tailored care, support and treatment. Overall feedback from people using this service was positive.

For example, results from the 2025 National GP Patient Survey showed that 95% (national averages 90%) of respondents felt that their needs were met during their last appointment. Staff used appropriate systems to capture and review feedback from patients.

Staff demonstrated a clear understanding of the importance of delivering inclusive care and took steps to promote equitable experiences and outcomes for patients. This included offering longer appointments where needed and providing access to interpretation services, such as British Sign Language support. They also provided information in alternative formats, such as large print. The service had a hearing loop in place, and staff had been trained in its use. Staff had received training in learning disabilities and autism, as well as in equality and diversity.

The service demonstrated a commitment to reducing health inequalities and improving outcomes for its local population. For example, it held weekly outreach clinics to support patients affected by drug and alcohol misuse and attended a dementia awareness event to raise awareness and provide support within the local community. The practice also had plans to further improve palliative care services through participation in evidence-based quality improvement frameworks.

Systems were established to support registration for all individuals, including those in vulnerable situations or without a permanent address. For instance, people who did not have a fixed address could register using the service’s address.

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.