Stonehill 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.

The service made sure people could access the care, support and treatment they needed when they needed it.

The service performed similar to the national average in the results of the 2026 National GP Patient Survey. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 75% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 72%.

In response to feedback from people who used the service, a new telephone system had been installed which offered a call back service so that people did not have to wait in a queue to speak to someone. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service.

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.

Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. 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. This was reflected in the feedback shared from people who used the service, which was positive.

The service was an accredited Military Veteran Friendly practice. This meant that the clinicians were trained to understand military health related conditions and provide priority treatment to the veterans.

The practice had achieved the Pride in Practice award which means that LGBTQ+ people receive respectful and safe care.

The service had signed up to the NHS Sexual Safety Charter which means that it would promote and foster openness and transparency and does not tolerate unwanted, harmful and inappropriate sexual behaviour.

Staff treated people equally and without discrimination. For example, the practice worked in partnership with Doctors of the World UK and is a recognised Safe Surgery. This means they welcomed everyone, without discrimination, who wanted to use the service

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.