The Family 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 provider met patient’s needs, and staff treated patients 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 provider made sure patients could access the care, support and treatment they needed when they needed it.

The provider performed better than the national averages in the results of the 2025 National GP Patient Survey. This showed patients could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the provider’s website. For example, 81% of respondents to the survey described their overall experience of this provider as being good, compared to a national average of 75%.

Systems and processes were in place to identify patients who may need extra support. This included alerts on patients records to show what support they needed with communication, such as interpreters. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service.

Staff and leaders actively listened to information about patients who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this.

Staff treated patients equally and without discrimination. Leaders proactively sought ways to address any barriers to improving patient’s experience and worked with local services to address any local health inequalities. For example, patients whose circumstances may make them vulnerable, such as those with a learning disability, were offered appointments at quieter times. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patient’s experience and outcomes. Staff followed processes to ensure patients could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. Staff used systems to capture and review feedback from patients who used the service, which included those who did not speak English or have access to the internet. This was reflected in the National GP Patient Survey and national Friends and Family feedback shared from patients who used the service, which was positive.

The PPG and leaders from the practice held regular meetings and worked collaboratively to improve services for patients.The group undertook their own patient surveys in relation to patient’s experience of accessing appointments and by what method. The PPG shared the findings with the provider to support service improvement.

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.