Grange 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

At our last inspection, we rated this key question as good. Following this assessment, the rating remains the same.

Patients were involved in decisions about their care. There was an effective complaints process in place, which included learning and improvements being made. The service was easy to access, and patients received fair and equal care and treatment.

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.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and treatment.

There was an active Patient Participation Group (PPG) in place which met bi-monthly. PPG meetings were also often attended by members of the practice including the practice manager and GPs. As part of this assessment, we asked the practice to invite patients to share their experience of the service and spoke with representatives from the practice’s PPG. They told us that staff at the practice listened to them and supported them. The less positive feedback from patients largely related to access and experience of making an appointment.

We were informed about the different ways that patients could share feedback and raise complaints. This included the NHS Friends and Family Test (FFT), and the complaints process. There was a complaints process in place, including a complaints lead, and a policy. Staff we spoke with understood the complaints process and how to assist patients with any complaints or concerns they may have. Information on how to complain was also available on the practice website. We reviewed 2 complaints and found they were actioned in an appropriate and timely manner, discussed in meetings, and learning shared with staff. Where appropriate, patients were provided with an apology and signposted to the Parliamentary and Health Service Ombudsman. Staff told us how learning from complaints was used as an opportunity for improvement. For example, a complaint regarding a DNA (Did Not Attend) text incorrectly being sent to a patient led to an apology from the staff member involved, as well as a reminder to all staff that appointments should be cancelled on the system if the patient gives appropriate notice.

The practice’s results for the National GP Patient Survey 2024 indicated that patient experience of access was generally lower than national averages. For example, of 108 respondents, 27% said they found it easy to get through to the GP practice by phone, compared to the national average of 50%. The practice told us they had recently installed a cloud-based telephony system with enhanced features such as a call-back system and anticipated that this would improve patient experience and access. In order to ascertain this the practice had set up an in-house patient telephony survey in January 2025. The survey was ongoing during March 2025 and results had not been analysed at the time of the assessment. The practice also told us they had updated their website to improve patient access. Future plans for access improvement included moving the main practice to a bigger purpose-built premises with enhanced facilities.

The main practice opening times are Monday to Friday 8am to 6pm. The branch practice opening times are 8am to 6pm on Mondays, Tuesdays, Thursdays and Fridays, and 8am to 2.30pm on Wednesdays. Appointment types include telephone, video and face to face. Appointments can be booked on the day or in advance, by telephone, online, or at the practice. The practice offered home visits and urgent appointments for patients where appropriate.

Enhanced access appointments are available to patients on evenings and weekends at various practices across Bradford and is run by Bradford Care Alliance. Telephone lines are covered by Local Care Direct Limited from 6pm to 6.30pm on weekdays.

Treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance.

Staff used appropriate systems to provide information and to capture and review feedback from people using the service, including those who did not speak English as a first language or have access to the internet. This included having posters in different languages, engagement at local mosques, handing out surveys in person at the practice, and support from bilingual staff.

Staff understood the importance of providing an inclusive approach to care and made reasonable adjustments to support equity in people’s experience and outcomes. For example, translations services and longer appointment times were offered where needed and home visits were carried out for housebound and vulnerable patients. Staff received equality and diversity training. Health checks were routinely offered to patients. Support with using online services was offered to those patients who needed it. There were registers in place to identify patients who may need extra support, such as carers and patients with learning disabilities.

Leaders told us about the ways in which they supported national initiatives to engage with and educate patients, for example signposting or referring patients for weight management and smoking support.

Leaders took steps to develop equity in experiences and outcomes. For example, we saw they were taking part in a multi-generational household project aimed at supporting those at risk of health inequalities.

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.