Barrow Health Centre

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• 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 71 (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 had systems in place to support access to care and treatment through a range of routes, including telephone, face-to-face and online services. However, the information reviewed as part of this assessment did not always provide assurance that people could access care, treatment and support in a timely way.
Results from the 2026 GP Patient Survey indicated that some patients experienced difficulties accessing the service. Overall, 70% of respondents reported a positive experience of contacting the practice, compared with the national average of 73%. In addition, 50% of respondents reported it was easy to contact the practice by telephone, compared with the national average of 57%. During our onsite assessment, we also observed longer telephone waiting times. Whilst the service had arrangements in place to support access through a range of routes, survey results and observations made during the onsite assessment did not always provide assurance that people could access care, treatment and support in a timely way.
The premises supported accessibility for people with additional needs. Disabled parking spaces, hearing loop facilities, accessible toilets and level access were available throughout the building. Consultation rooms were suitable for patients with mobility needs and reasonable adjustments were provided where required.
The service recognised the challenges identified through patient feedback and survey results and had taken steps to improve access. Leaders had increased appointment capacity by creating additional appointments and, where capacity allowed, offered appointments to patients who attended the practice without a pre-booked appointment. The service continued to monitor patient demand, appointment availability and patient feedback to identify further improvements to access arrangements.
 

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 demonstrated an understanding of the needs of different patient groups and used information available to tailor care and support. Adjustments were made for people with disabilities, sensory impairments and those who required additional support to access services.
Clinical reviews demonstrated examples where alternative arrangements had been made to support patients who were housebound or unable to attend the practice. Staff also used recall and monitoring systems to identify patients at risk of poorer outcomes and to promote engagement with healthcare services.
The service worked to ensure patients could receive equitable care and support regardless of their individual circumstances.
 

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.