Highgate Group 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 practice 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 practice made sure people could access the care, support and treatment they needed when they needed it.

The practice performed better than national averages in the results of the 2025 National GP Patient Survey. This showed people could access the practice when they needed it in a way that suited their needs, such as by telephone, in person or through the practice’s website. 78% of respondents to the survey responded positively to how easy it was to contact the practice on the phone, compared to a national average of 53%. The same question asked as part of the 2026 GP Survey showed an increase in satisfaction with 81% of respondents responded positively to how easy it was to contact the practice on the phone, compared to a national average of 53%.

The in-house phlebotomy, gynaecology, minor surgery and therapy clinics run by the practice, evidenced that the practice was committed to ensuring their patients were able to access specific clinical services (usually provided by secondary care) within the practice. By providing such services, patients did not have to wait as long as they might have done if the practice referred them through secondary care pathways for the same clinical service.

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 practice. Translation services were available to patients for whom English was not their first language and there was a hearing loop in place. Records of patients (identified by the practice as vulnerable) were flagged to alert staff when interacting with individuals. The practice website gave information about appointments, clinics, how to request prescriptions, as well as links to relevant local resources.

A triage system was in place to help ensure patients were directed to the most appropriate service based on urgency and need. A range of appointment types were available, including face-to-face, telephone, and home visits were provided for those housebound or clinically too unwell to attend the practice.

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. The practice had a social prescriber who worked with patients (and staff) to connect patients with non-medical community services and activities to improve health and well-being such as running the regular ‘coffee and connect’ event and the community gardening project.

The practice ran a childhood asthma programme which focused on identifying children whose asthma level meant that they were at risk of their condition deteriorating if it was not managed correctly. As part of the programme, the practice proactively contacted, reviewed, and supported relevant patients.

Another programme undertaken at the practice was the Heart Failure Digital Monitoring project. This was run in conjunction with other local GP practices and local hospital trusts. The project focused on the identification of potential heart failure among a cohort of patients. Participants who were part of the programme were able to track their body statistics using self-monitoring and wearable devices. The data collected from the devices (and from patients themselves) was reviewed in real time by a specialist remote virtual care team with a view to improving patient outcomes for the identified cohort of patients.

A process was in place to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. The practice was part of the safe surgeries network. Safe surgeries can be any GP practice who commits to taking steps to tackle the barriers faced by migrants in accessing healthcare.

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.