Port View 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 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 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.
People could access the service in a way that suited their needs. People were required to complete an online form. To reduce the risk of digital exclusion, people could walk into the service or make contact by telephone to receive help from staff to complete the online form.
The 2025 National GP Patient Survey showed that 64.7% of respondents found it easy to contact the practice by phone which is above the national average of 52.9%. However, Friends and Family Test (FFT) feedback was mixed. Some people described long waits and difficulty booking appointments, while others reported timely care and an efficient service.
During our site visit, we saw that both urgent and routine appointments were available. Treatment rooms were located on the ground floor, and the service had an intercom system for people who required assistance. Leaders were exploring plans to install an automatic door to further improve access.
The service considered equity of access when planning service delivery. For example, leaders recognised a projected increase in the patient population due to local housing developments and were exploring options to reconfigure the premises and secure additional funding to increase clinical capacity.
The service took steps to support people to overcome barriers to accessing care. Staff described how they worked with other professionals to provide coordinated support, including helping a person with mental health needs to access the service through joint working with a community nurse.
The service made reasonable adjustments for people when needed. Staff gave examples of providing longer appointments and continuity of clinician to support individual needs.
 

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. The service maintained a carers register and provided support to registered carers, including coffee mornings, and could refer people to a social prescriber. The service also worked with a dementia practitioner to support carers and identify concerns.
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. For example, through multidisciplinary meetings, the service had identified and responded to a person experiencing homelessness, who was at risk of deteriorating physical and mental health. The service provided a timely and opportunistic appointment to ensure access to care.
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 such as homeless people and Travellers.
 

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.