Hadleigh Boxford Group 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 the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as outstanding. At this assessment, the rating remains the same.

This was a focused assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment. At our last assessment, we rated this key question as outstanding and this remains unchanged due to the focused nature of this assessment. However, updated quality statement scores have been issued where relevant.

This service scored 93 (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. Results from the 2026 National GP Patient Survey showed the service performed above national averages for access indicators. For example, 76.2% of respondents reported it was easy to contact the service by phone, compared with a national average of 56.9%. Additionally, 86.2% of respondents rated their overall experience of contacting the GP practice positively, compared with a national average of 72.6%. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person, through the service’s website or the NHS app.

Service leaders routinely monitored and reviewed appointment data and restructured the service to ensure capacity more accurately reflected demand and made the most efficient use of available appointments. For example, as Mondays were identified as the day of highest demand, most GPs now worked on that day. In addition, the online appointment service opened at 6am and staff started work at 7am to review requests and manage them appropriately, which helped improve the flow of requests and support timely access to care.

The service offered early morning appointments on 3 weekdays. In addition, Saturday appointments were available from 9am to 5pm, either at the service or at a nearby service. Evening appointments were also available each weekday until 9pm at a nearby service, providing people with greater flexibility in accessing care.

An ‘on the day’ duty team, which included a GP and a paramedic or nurse practitioner, supported home visits and additional capacity for urgent appointments. A care home team supported weekly visits to people who lived in a care home, alongside monthly multidisciplinary team meetings to assess, review and manage people’s care. Urgent appointments were also provided and care home representatives reported positive experiences with both urgent and routine access. Appointment requests were followed up by reception staff, who contacted people to arrange appropriate appointments rather than requiring them to call back. Where appropriate, clinicians also contacted people directly. Arrangements ensured access remained equitable and responsive to individual needs.

The premises were accessible, with an automatic double door entrance and treatment rooms were all located on the ground floor. Service leaders and members of the patient participation group worked collaboratively with the local council to secure the installation of a pedestrian crossing outside the service, which improved access and safety. Interpreter services were available for those people whose first language was not English, and for people with a hearing impairment. A hearing loop was also available.

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment. Leaders proactively sought ways to address any barriers to improving people’s experience.

Staff used systems to capture and review feedback from people who used the service, which included those who did not have access to the internet and those who needed to travel from rural areas. For example, they had installed a medicine collection machine, which enabled people to collect prescribed medicines at any time to suit them. The service also provided onsite blood taking, with priority appointments for urgent on the day blood tests, and a minor injury service, enabling people to access these services locally rather than having to travel elsewhere. We received positive feedback from people about these services.

Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff shared examples of specific adjustments which were recorded in people’s medical record. For example, being contacted by email and waiting in their car until they were called for their appointment. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers.

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.