Minster 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 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 service made sure people could access the care, support and treatment they needed when they needed it.

People could access the service in a way that suited their needs, such as by telephone, in person or through the service’s website.

A digital triage system was introduced in September 2025 and requests for appointments were triaged by a duty doctor. Staff would complete the triage form for people unable to do so. The service had access to translation services, British Sign Language services and some information leaflets were available in different languages. The service had accessible toilets, automatic doors, disabled parking and a hearing loop was available.

Treatment rooms were available on the ground floor, and the entrance was at ground level to ensure ease of access to the service.

The service offered extended hours appointments from 7:30am on Monday, Tuesday and Wednesday each week and a Saturday clinic once a month.

The service performed above the national average in the results of the 2025 and 2026 National GP Patient Surveys. For example, the 2025 results showed 74% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. Since our assessment, the 2026 results were published which showed positive outcomes for the same question which had increased to 84% compared to the national average of 73%.

Feedback from people who used the service through our Give Feedback on Care facility, reported being able to get an appointment within a timely manner.

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. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, cervical screening tests were conducted at home for housebound people and for people with additional needs. Staff had completed training on supporting people with learning disabilities and autism. They responded flexibly to individual circumstances. For example, when a person with additional needs preferred to have blood tests performed by a specific clinician, the service accommodated this arrangement. Staff used picture leaflets as a communication method and longer appointments were available if required for people with additional needs. There was a quiet room available to maintain privacy and dignity and if additional communication support was needed.

The service offered home visits which could be requested via the online triage system.

The service informed us they were planning to recruit a Making Every Adult Matter (MEAM) co-ordinator to help transform services and systems for people facing multiple disadvantages. The service had a social prescriber who could refer people with social needs, such as those experiencing social isolation or housing difficulties.

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.