Fleet 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 practice met patient’s needs, and staff treated patients equally and without discrimination. At our last inspection, we rated this key question as good. At this inspection, the rating remains the same.

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.

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 practice made sure patients could access the care, support and treatment they needed when they needed it.

The practice used a total triage model to manage patient demand and prioritise access to care. Patients submitted an online request which was initially reviewed by trained care navigators. Requests requiring clinical input were then reviewed by a triage team of GPs, who determined the most appropriate next steps based on clinical need. Patients requiring urgent same-day care could be seen by the urgent care team, while non-clinical queries were directed to the most appropriate service or support pathway. This approach supported timely access to care, effective use of resources and helped ensure patients were seen by the most appropriate professional.

The practice performed in line with the national average in the results of the 2026 National GP Patient Survey. This showed patients could access the practice when they needed it in a way that suited their needs, such as by telephone, in person or through the practice’s website. For example, 64% of respondents to the survey found it easy contacting this practice using their website, compared to a national average of 58%. The practice had reviewed the results of the 2026 National GP Patient Survey and developed an improvement plan focused on key priorities, including telephone access, the reception and administrative experience, overall patient experience, and continuity of care. Leaders had identified why improvements were needed, agreed actions, considered patient communications, and established measures to monitor progress and impact. This demonstrated a structured approach to driving improvement through patient feedback.

The premises were accessible to patients with mobility needs and wheelchair users. Treatment rooms were available on the ground floor, at both the main site and branch surgery. There was also a ramp, and an automatic door had been fitted to the entrance to ensure ease of access to the practice.

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. Staff treated patients equally and without discrimination. Leaders proactively sought ways to address any barriers to improving patient’s experience.

The practice had implemented a coding system to identify patients who may require additional support or reasonable adjustments. This included alerts for patients with longer-term needs, such as learning disabilities, or visual impairment, as well as patients experiencing short-term circumstances that may affect their wellbeing or ability to access care. Leaders told us this was designed to ensure patients requiring short-term support were identified and their needs considered, even where these did not meet the criteria for a long-term vulnerability code. These arrangements helped ensure staff were aware of individual needs and could tailor communication, make appropriate reasonable adjustments and provide personalised care. We found this demonstrated a proactive approach to reducing barriers to care and responding to changing patient needs.

The practice demonstrated a commitment to meeting the needs of diverse groups within its population. It was accredited as a Veteran Friendly Practice and had achieved Pride in Practice recognition, demonstrating its focus on providing inclusive and equitable care.

The practice had systems to identify and support patients who may be vulnerable or at an increased risk of health inequalities. One of the GP partners acted as the domestic abuse champion and the practice had embedded awareness and support throughout the service. We observed information and support resources displayed prominently, including materials available in a range of languages. The practice developed various approaches to ensure all patients could raise concerns about their safety and staff were aware of how to respond to disclosures. This demonstrated a thoughtful and inclusive approach to reducing barriers to seeking help and support. The practice was recommended for a Chief Constable’s commendation in recognition of its effective multi-agency working to safeguard patients and support continuity of care

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patient’s experience and outcomes. Staff followed processes to ensure patients could register at the practice, including those in vulnerable circumstances. Translation services were available where needed, and staff made reasonable adjustments for patients with language or communication needs, including longer appointments and making arrangements in advance to support consultations.

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.