Westfield Road 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 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.
A structured triage and care navigation system was in place to manage demand effectively, enabling patients to be prioritised according to clinical need. Reception staff supported this process appropriately, ensuring urgent concerns were identified quickly and escalated without delay, and that patients were directed to the most suitable service.
Access to appointments was supported through a variety of flexible options, including online booking, telephone access, and extended hours. Patients were able to book directly with nursing staff for appropriate services, which reduced unnecessary barriers and improved patient experience. Systems were also in place to maximise capacity, including monitoring cancellations and using waiting lists to offer appointments promptly.

The service ensured that patients who were unable to use digital systems were not disadvantaged. Alternative access routes were available, including telephone support and assistance from staff to complete triage where needed. Alerts on patient records helped ensure that individuals received appropriate and consistent support. Adjustments were also made for patients with additional needs, such as older people and carers, to ensure they could access care in a way that suited them.
There was a clear focus on inclusive service delivery. Initiatives such as dedicated clinics, flexible appointment times, and targeted outreach supported improved access for a range of patient groups. Staff also used routine interactions to identify and support patients who may need additional care or may not actively seek services.

Care navigation processes were used effectively to guide patients to appropriate services, including community-based options such as pharmacies where suitable. Staff demonstrated a good understanding of their role in supporting access and used their judgement to respond to individual patient needs.
In summary, the service delivered a responsive and patient-focused approach to access, with systems in place to reduce inequalities, support diverse needs, and ensure patients received timely and appropriate care.
 

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.
Effective systems were in place to monitor referral pathways and clinical outcomes, including the tracking of urgent referrals to ensure timely assessment, follow-up, and continuity of care. Regular review of this information enabled the service to identify variation and make improvements to support consistent, high-quality care across all patient groups.

The service worked to reduce inequalities through well-established recall systems, follow-up processes, and targeted engagement with patients who did not attend appointments. Flexible approaches, including tailored communication and varied appointment options, supported improved uptake and helped reduce differences in patient experience and outcomes.
A strong patient-centred approach was evident. Patients with additional needs, such as those with learning disabilities, carers, veterans, and other vulnerable groups, were clearly identified and supported through alerts on patient records. These patients were offered prioritised access, continuity of care, and additional support where required. Staff adapted their communication and approach to ensure patients felt reassured and able to engage with the service.

Continuity of care was encouraged wherever possible, with patients supported to see familiar clinicians. Adjustments such as assistance with completing triage forms and allowing additional time during consultations helped to reduce barriers and improve the overall patient experience.
The service recognised that different patient groups engage in different ways and adapted its approach accordingly. For example, variation in screening uptake was monitored and used to inform targeted interventions. Broader initiatives, including dedicated clinics, vaccination programmes, and health promotion activities, supported improved outcomes across the population.

Digital tools were used effectively to support patient engagement, alongside education and practical support to build confidence in their use. At the same time, alternative access routes remained available to ensure no patients were disadvantaged. Patient participation and feedback were also used to inform service improvements.
The service demonstrated a responsive and inclusive approach, with clear systems and targeted actions in place to reduce health inequalities and ensure equitable experiences and outcomes for all patients. 
 

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.