Plumstead Health Centre PMS

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• 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 that the service met people’s needs, and that 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 71 (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.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

When patients made a complaint, they received a detailed response to their concerns which included an investigation with relevant staff members. Clear information about the reasons for decisions was shared with patients and the provider was open and honest where errors had been made. Details of the Parliamentary and Health Service Ombudsman were included in responses, so patients knew where to escalate their concerns if they were not satisfied with the practice’s response.

National GP Patient Survey data collected between January and March 2026 showed lower than average patient satisfaction regarding access to the practice.

29% of respondents said they found it easy to contact the practice by telephone (national average 57%) and

42% of respondents described their experience of contacting the practice as good (national average 73%).

Satisfaction relating to telephone access had improved when compared to 2025 National GP Patient Survey data. Satisfaction with the overall experience of contacting the practice was similar to last year’s data.

In order to address access, the provider had completed an audit and identified barriers experienced by patients. Action was taken as a result, including the recruitment of additional clinical staff and the increase in the number of appointments available. Patients calling for test results or prescription queries were now encouraged to call the practice at set times, freeing up the telephone lines for patients requesting appointments.

Patients were supported by staff to fill out an online form to request an appointment. Staff at the practice monitored the telephone lines throughout the day and assigned staff to answer telephones if there were a high number of patients in the queue.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.