Churchill 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

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.

National GP patient feedback showed that some people could not always access the care, support and treatment they needed when they needed it. The most recent GP Patient Survey data, from 2025, showed 50% of patients found it easy to get through to the GP practice by phone, which was close to the local average 51% and national average of 53%. Only 37% of patients found it easy to contact the service using their website. This was lower than the local 47% national averages of 51%. However, leaders told us that feedback from the GP patient survey was one of the main drivers to improve access to the service. For example, the GP Partners had self-funded an extensive refurbishment of the main site at Churchill Medical Centre which had recently been completed. Treatment rooms were available on the ground floor and there was level access and an automatic door at the entrance to the service. Recent improvements included a new lift which made the upper floor accessible for wheelchair users.

People could access the service to suit their needs for example online, in person and by telephone. In March 2025, the service had adopted a total triage model to improve appointment access and introduced an online consultation service to help triage patient appointment requests. The service had implemented an on-call duty GP to enable the prioritisation of patients with urgent needs and introduced two dedicated appointment slots daily for each GP, to enable prompt follow up of patients when required.

The service had made adjustments to support people to access appointments. For example both the main site and the branch site had screen tablets placed prominently in the reception area so patients could complete an online consultation, and staff were trained to assist them, should they require help. The service had updated the automated telephone navigation message and in February 2026 had completely updated the practice website.

The service used FFT data and online reviews to drive improvements. They shared FFT results from December 2025 (112 responses) showed generally positive feedback, with most patients rating the service as very good (81) or good (25). Comments highlighted short waiting times and helpful, supportive staff. At the time of this assessment, leaders explained there was no active patient participation group and staff were actively engaged in reconvening the PPG to help shape the future of the practice. Leaders told us they were seeking to encourage a more diverse PPG membership.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

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. Most staff were trained in equality and diversity and had completed learning disability and autism awareness training.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances. The Churchill Medical Centre was an Armed Forces veteran friendly accredited GP practice. Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet.

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.