Featherstone Road 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 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 had the capacity to provide same day access for both urgent and routine appointments. Appointments could be accessed online, by phone or in person.

The service provided weekday evening appointments from 6.30-7pm for their own patients and 1 hour of telephone slots on Saturdays for all patients in the primary care network.

The service also participated in the pharmacy first scheme. (A scheme where community pharmacies prescribe medicines for specific common conditions without a GP appointment).

The service performed well in the results of the 2026 National GP Patient Survey. For example:

76% of respondents to the survey responded positively to the overall experience of contacting their GP practice compared to a national average of 73%.

72% of respondents to the survey responded positively to how easy it was to contact their GP practice on the phone compared to a national average of 57%.

The service reviewed feedback on access and acted on it. People told us that access was poor prior to October 2017. However, since then the new provider had implemented a lot of measures to improve access including more clinical staff and sessions, online access and improvements to the telephone system.

The facilities promoted ease of access. For example, all treatment rooms were ground level, and the entrances were accessible to people with mobility impairments.

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. Feedback from people who had attended this clinic was mostly positive. 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. 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. This was reflected in the feedback shared from people who used the service, which was positive.

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.