S H Vaghela & Dr V N Patel Also known as The Old Surgery

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 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, we focused on 2 quality statements relating to the key question Responsive: Equity in access and Equity in experience and outcomes.

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

The practice opened from 8.00am to 6.30pm from Monday to Friday and offered face to face and telephone appointments. Home visits were provided in appropriate circumstances, according to clinical need. Double length appointments were booked for care reviews for people with a learning disability, dementia, mental health needs, complex conditions or communication difficulties.

Appointments outside the standard operating times and at weekends were available at several enhanced access service locations around the borough.

The practice performed generally better than local averages in the 2025 National GP Patient Survey in relation to being a responsive service. This showed people 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, 83% of respondents to the survey were positive regarding how easy it was to contact the practice on the phone, compared to local average of 55%. (National average 53%)
• 71% of respondents found it easy to contact the practice using its website, compared to the local average of 50%. (National average 51%)
• 68% of respondents found it easy to contact the practice using the NHS App, compared with the local average of 46%. (National average 49%)
• 78% of respondents described their experience of contacting their GP practice as good, compared with the local average of 69%. (National average 70%)
• 74% of respondents were offered a choice of time or day when they last tried to make a general practice appointment, compared with the local average of 56%. (National average 54%)
• 83% of respondents felt they waited about the right amount of time for their last general practice appointment, compared with the local average of 66%. (National average 67%)

We saw the practice offered a language phone translation service for patients for whom English is an additional language. The practice website could be viewed in various languages, and staff spoke a range of languages. A British Sign Language practitioner could be booked, and a hearing loop was available for patients with hearing impairment.

The premises were generally accessible to, and had facilities for, people with mobility issues, with staff able to assist when needed.

The practice complied with the Accessible Information Standard, having easy read material on a range of topics available for patients with learning disabilities.

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 had received Equality and Diversity 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, including those in vulnerable circumstances, such as homeless people and Travellers, could register at the practice. Visitors to the area could register as temporary patients to receive emergency care and treatment.

The practice had adopted a new care model for managing a wider range of long-term conditions within the North Central London Integrated Care System. This provided patients with a check and test appointment, a health review, test results and care plan, a discussion appointment and a follow up.

Staff used systems to capture and review feedback from people who used the service, including a feedback form on the practice website.

We received feedback from patients, which included the following comments:

• “Excellent care and service.”
• “When I have any symptoms, concerns or illnesses they are always there and helping to sort out any issues quickly and efficiently.”
• “Seen quickly, doctor seems very good.”
• “Front of the surgery staff is fantastic. Supportive and patiently answer questions”.

Patients who had included comments in their FFT responses were equally positive about responsive aspects 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.