Priory Medical Practice

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 is open from 8am to 6:30pm Monday to Friday. When the service is closed, patients are directed to the NHS 111 service for support, treatment and advice. The service also works collaboratively with partner organisations to offer extended access and extended hours services. People could access the service by telephone, online or in-person.

The service operates from a purpose-built property, with all treatment rooms available on the ground floor. There were accessible toilets and designated baby changing facilities. Automatic doors had been fitted to the entrance to ensure ease of access to the service. There were designated disabled parking spaces in the car park.

The service had an in-house dispensary which provides dispensing services to eligible people residing in the surrounding rural areas.

The results of the 2025 National GP Patient Survey showed 74% of people had a positive experience contacting the service. Fifty-nine percent of people found it easy to contact the service by phone and 60% found it easy using their website. These results were all higher than the local and national averages.

Leaders had a good understanding of the local population and told us they reviewed appointment utilisation data to ensure the service met people’s needs. During our site visit, we reviewed appointment availability and found that there were urgent appointments available for on-the-day. Routine appointments for some services, including immunisations, cervical screening and diabetes reviews, were also available within a reasonable timeframe.

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.

The service provided care to a mixed urban and semi-rural population with more older people. The service understood the health needs of its population and sought to provide equitable care. Staff and leaders understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, offering longer appointments, and appointments with the same clinicians to maintain continuity of care. The service also used interpretation and translation services to support people with language needs.

The service offered a range of appointment types including face-to-face, telephone, online video consultations and home visits to meet people’s specific needs. Staff gave examples of using alternative consultation methods for some patients, including those with mental health or additional needs, where video consultations for reviews worked well.

Staff treated people equally and without discrimination. Leaders sought ways to address any barriers to improving people’s experience and worked with local organisations to address any local health inequalities. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances.

Staff used systems to capture and review feedback from people who used the service, including those who did not speak English or have access to the internet. Patient feedback was gathered through a range of channels, including feedback cards, digital feedback, NHS Friends and Family Test responses and online reviews. This was reflected in the feedback from people who used the service, which was positive.

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.