Wickham 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 82 (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 performed better than both local and national averages in the results of the 2025 National GP Patient Survey. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 96% of respondents to the survey described their overall experience of this service as being good, compared to a local average of 62% and a national average of 87%. In response to feedback from people who used the service, staff had made changes to improve access. This included the service supporting people, such as teachers, where appointment times needed to be after 3pm. Treatment rooms on different floors were accessible via a lift, and an automatic door had been fitted to the entrance to ensure ease of access to the service.

The service had introduced a 24/7 prescription vending machine which enhanced medicine access, reduced queues, and supported privacy. It offered convenience for those with work, care, or travel restrictions, improved adherence through easier collection arrangements and lowered uncollected prescriptions. The service told us how the use of the vending machine had grown annually. The machine also enabled timely urgent care medicine collection and allowed staff to manage their workflow efficiently, reducing reception desk wait times.

The television screen in the reception area displayed health information updates covering topics such as Jess’s rule, (an NHS England safety initiative requiring GPs to "reflect, review, and rethink" a diagnosis if a person presents 3 times with the same, escalating, or unresolved symptoms), details on the upcoming CQC visit, advice for preparing to be approached, and announcements about breast screening. Making health messages and service updates highly visible in the reception area reduced access barriers for people with protected characteristics. Clear visual prompts and concise explanations supported those with language barriers.

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. For instance, the provider had established strong connections with local Travelling communities and had set up a ‘welcoming place’ at the service where people could seek support if necessary. Leaders described a proactive approach to supporting people from Travelling communities to access care, including flexible registration (including no fixed abode/temporary registration), clear verbal communication and staff collecting people from the waiting area to reduce confusion or embarrassment, opportunistic preventative interventions and staff awareness of cultural sensitivities. Leaders told us this approach had helped build trust and reduced barriers to attendance; this was supported by examples of people approaching the operations manager for support and verbal feedback from members of the Travelling community that they felt treated with kindness, dignity and respect. During the Covid-19 vaccination program, the service collaborated with the local vaccination centre to ensure Happy’s Circus - a Traveling group temporarily located in the area at the time - could access vaccinations. Due to transport challenges, special arrangements were made for the group to receive their vaccinations together, even though they had limited proof of address. This initiative was later covered positively by local media.

Recognising the value of inclusivity, staff adjusted and promoted fairness in people’s experiences and outcomes. For example, people with learning disabilities or autism were offered access to a sensory box, with clear information about it provided upon entry to the service. Additionally, the service organised a flu clinic tailored for people with autism, ensuring a less stimulating environment for those who needed it.

Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet. This was reflected in the feedback shared from people who used the service, which was positive. The provider used Language Line to support people during consultations and had leaflets in different languages for people.

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.