Courtside 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 79 (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 actively supported equity of access by ensuring the premises were fully accessible to everyone. All consultation and treatment rooms were based on a single, continuous ground-level floor, eliminating steps and physical barriers for people with mobility restrictions, wheelchair users, and people with pushchairs.

The service made sure that people with sensory impairments could easily access care and communication support. A fixed hearing loop system was fully operational at the main reception desk to support those with hearing impairments. Furthermore, a portable hearing loop was available for clinicians to utilise within consultation rooms, ensuring effective communication and confidentiality during private consultations.

Results from the 2025 National GP Patient Survey was mostly positive about people’s experience of contacting the service, with 70% of respondents reported finding it easy to contact the service through their website, compared to the national average of 51%. Additionally, 96% of people knew what the next step would be within 2 days of contacting the service, compared to the national average of 93%.

The service’s total triage system ensured both urgent and routine care was well-managed and people, including those at risk of experiencing barriers to accessing care, could access the service equitably. People could access the system online and reception staff were able to support people who telephoned or came into the service to make and access appointments in the same way.

Extended appointments were available for people with a learning disability and those with other complex needs. People were able to access the service in a way that suited their individual needs, including online, in person, or by telephone.

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment.

Leaders proactively sought ways to remove barriers to care and address local health inequalities. For example, staff were trained in active listening, safeguarding awareness, and appropriate clinical escalation pathways. The service supported people with complex health needs and referred them to social prescribing services to address factors that affected their health and well-being.

People on the service’s mental health register were routinely invited to attend a physical health review and offered dedicated mental health support. In response to people’s feedback and identified preferences within this group of people, early morning and evening appointments were offered if they were considered more suitable and accessible.

The service was responsive to the needs of older people and offered home visits and urgent appointments for those with enhanced needs or complex medical issues. Alerts were embedded across the electronic system to notify staff of individuals requiring additional communication support, reasonable adjustments for physical or learning disabilities, or those with safeguarding concerns.

As an accredited Armed Forces Veteran Friendly GP practice, the service actively minimised barriers to care by identifying and coding veterans during registration. The service appointed a trained lead to complete referrals to dedicated specialist pathways, and the service implemented priority treatment for any service-related medical conditions, ensuring tailored and timely support for people who needed it.

When a person, carer, or family member contacted the service to book a learning disability review, the individual needs of the person were discussed and accommodated wherever possible. This included access to specific members of staff, and early or late appointment times. As a result of this approach, the service had achieved an 85% uptake for learning disability health checks in 2025. Those still yet to attend their health check had been proactively contacted and were booked into dedicated appointments.

The service had achieved 95% in completing standard NHS Health Checks, against a regional average of 50%. This performance was verified as the highest within the Bristol, North Somerset and South Gloucestershire (BNSSG) area. The service achieved this by searching its database to actively invite people from priority, high-risk groups. This proactive approach meant underlying clinical risks, such as undiagnosed hypertension or early-stage cardiovascular disease, were identified and treated early.

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.