Almondsbury Surgery Also known as Hanham Health

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.

National GP Patient Survey data from 2025 and feedback received from people was positive about their experience of contacting the service. Indicators showed 79% of respondents were positive about their overall experience of contacting the practice, this was above the national average of 70%. In addition, 70% of respondents were positive about how easy it was to contact their GP practice on the phone, compared to the national average of 53%.

The service had introduced an appointment triage system and were able to demonstrate the positive impact of this for both staff and people using the service, in respect of timely and appropriate access to appointments and improved efficiency. The PPG reported the system as effective, with many people providing positive feedback about their experience in the service’s NHS Friends and Family Test survey.

The appointment system consistently ensured both urgent and routine care was well managed and people, including those at risk of experiencing barriers to accessing care, could access the service equitably. People could access the triage system online, but reception staff were able to support patients who telephoned or came into the service, to make and access appointments in the same way.

Extended appointments were available for people with a learning disability and those with other complex needs. People were able to access the service in a way that suited their individual needs, including online, in person, by telephone, or by post.

The service improved access for the travelling community by introducing remote telephone consultations, recognising the barriers this group faces in attending fixed-site appointments. This flexible approach supported continuity of care and enabled more timely access to services.

The service did not have lift access despite there being treatment rooms based on the first floor of the premises; however, reasonable adjustments were in place to mitigate this. People who were unable to access upstairs areas were offered ground floor consultations, supporting equitable access to care.

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.

Systems and processes were in place to assist in identifying people who may need extra support. This included alerts on people’s records to show what support they needed with communication such as interpreters, or the use of a hearing loop.

The service was responsive to the needs of older people and offered home visits and urgent appointments for those with enhanced needs and complex medical issues.

The service worked collaboratively with the frailty service to support people with complex health needs and referred them to social prescribing services to address wider determinants of health. Feedback from an external service which provides support for vulnerable people demonstrated improved experiences using the service, with people reporting increased feelings of wellbeing, satisfaction, and self-worth, alongside reduced anxiety following the support received.

When a person or a carer / family member contacted the service to book their health check, the individual needs of the person were discussed and wherever possible they were met, including quiet time appointments, specific members of staff, and early or late appointments. As a result of this approach, the service had achieved 82% uptake for health checks for a person with a learning disability.

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.