Dr Neeta Ghosh-Chowdhury Also known as Hilltop Medical Practice

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 that the service met people’s needs, and that staff treated people equally and without discrimination. At our last assessment in April 2016, we rated this key question as Good. At this assessment, the rating remains the same because we found no issues with person-centred care, equality, diversity and inclusion.

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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

communities, so care was joined-up, flexible and supported choice and continuity. We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes. There were established mechanisms for engaging with the community healthcare provider. For example, the service ensured members of staff visited places of worship on Fridays and Sundays to provide information that would benefit the patient population which led to the increase in the uptake of NHS APP usage.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information on health services available at the location was available in a range of languages including other health awareness posters such as sepsis and complaints procedures. The practice had access to interpreter services. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records. Staff at the service were multi-lingula which helped with communication and information sharing with the patient population.

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 told them what had changed as a result. We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made because of patient feedback, including complaints.

The service made sure that people could access the care, support and treatment they needed when they needed it. The National GP Patient survey 2025 result showed the service (84%) was above the national (70%) and local (71%) averages with patients’ overall experience of contacting the GP practice. The service completed an audit on patient access which identified areas where improvements were needed. Action plan was created and monitored which showed an improvement in patient access since the completion of the audit. The premises used by this service were located on the ground floor of the building and the hallways and corridors were accessible to wheelchair users and baby prams. Patients we spoke to informed us that the telephone appointments had improved access for them which was confirmed by the 2025 National GP Patient survey results.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. The service proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. For example, the service in collaboration with other local support organisations provided baby packs and food to patients who needed them to provide support and relief.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The provider had processes to ensure people could register at the practice in spite of their circumstances. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.