Queslett Medical Centre Also known as Queslett 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, andstaff treated people equally and without discrimination.At our last assessment, we rated this key question asgood.At this assessment, the ratingremainsthe 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 results of the National GP Patient 2025 Survey showed that the service performed exceptionally higher than national averages. For example, 87% of respondents were positive about their overall experience of contacting their GP practice. This was significantly above the national average of 70%. The survey also showed that 90% of respondents were positive about how easy it was to contact their GP practice by phone. This was significantly above the national average of 53%. On the day of our site visit, we found that same day appointments were still available to book with both GPs and nurses. If more appointments were required, receptionists told us clinicians supported them to add additional same day appointments to meet the demand. Pre-bookable appointments with a GP were available within 1 week. This showed that people could access the service when they needed it in a way that suited their needs for example, telephone, in person or through the practice website.

Feedback received by the CQC showed that there was strong continuity of care with many people reporting long-term relationships with their GP and that they valued the consistent and personalised care their named GP provided. People told us there was quick access to appointments, often the same day or within 1–2 days and timely triage responses. The practice had also gained positive feedback through the Friends and Family Test in relation to access.

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. For example, the service had contributed to clinical studies alongside their Primary Care Network (PCN) to increase access for underserved populations. For example, Type 1 Diabetes screening and early pathway support for children.

Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as Travellers.

Treatment rooms were located on the ground floor. The practice did not have an automatic door to ease access to the practice; however, a bell was available at the entrance to alert staff if people required assistance.

The practice was an Armed Forces veteran friendly accredited GP practice and had dedicated staff trained to understand military related conditions and ensured veterans did not face disadvantages when accessing care.

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.