Morden Hall Medical Centre

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

At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.

We looked for evidence that the service met patients’ needs, and that staff treated patients equally and without discrimination.

Patients were involved in decisions about their care. The service provided information patients could understand. Patients knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. Patients received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. Patients were involved in planning their care and understood options around choosing to withdraw or not receive care.

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.

The service made sure patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in patients’ needs.

Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act.

Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. Clinicians recorded discussions and consent to demonstrate this. They were also involved in decisions about their care.

Results from the national GP survey 2025 showed 83% of participants said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment this was slightly below the local of 87% and national 86%.

The service understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes. There were established mechanisms for engaging with the community healthcare provider.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Data from the GP Patient survey 2025 showed that 60% of patients found it easy to contact the practice using their website. This was above the local 58% and national average of 51%.

Information to promote the take up of screening and immunisation programmes was available in a range of languages. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

The practice sent messages via a messaging tool in different languages. An alert was put on a patients record if they spoke a different language. The practice provided translating services. Any special needs could be coded. The nurse explained for some learning disability patients they would use pictures and mind maps as visuals as it made it easier to share and explain information, learning disabilities patient checks were allocated 30-minute appointments.

The service made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. They involved patients in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

We reviewed 3 complaints and found the process to be satisfactory. Learning from incidents and complaints resulted in changes that improved care for others. We saw complaints were managed in line with the service’s policy. The policy had been reviewed in June 2025. The complaints policy was also available on the practice website and included information for patients about how to contact the Parliamentary and Health Service Ombudsman.

The service made sure that patients could access the care, support and treatment they needed when they needed it. The practice explained they had decided not to participate in total triage as this was not suited to its patient population, so they continued to offer a range of appointment types.

In response to the National GP Patient Survey data and from feedback from members of the community the provider had identified changes to improve access to the service. For example, they had extended appointments for patients with a learning disability. Patients could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance.

The practice had things in place to ensure patients could access the service. This included a hearing loop and wheelchair accessible premises. They had access to interpreting services and could provide information in large print for patients if required.

The most recent GP Patient Survey data showed 56% of patients found it easy to get through to this GP practice by phone, local average 61% and national average of 53%.

The practice informed us they had a diverse workforce, which was representative of the local community, they had multilingual staff who could speak Urdu, and Spanish.

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

Feedback provided by patients using the service, both to the provider as well as to CQC, was positive. Staff treated patients equally and without discrimination.

We saw that all staff (clinical and non-clinical) had completed the mandatory training requirement on learning disability and autism. Annual health checks were offered to all patients with a learning disability and autism.

Leaders proactively sought ways to address any barriers to improving patients’ experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patients’ experience and outcomes. The provider had processes to ensure patients could register at the practice, including those in vulnerable circumstances such as homeless patients and Travellers. Staff used appropriate systems to capture and review feedback from patients using the service, including those who did not speak English or have access to the internet. Registration was done online but if patients said they couldn’t complete online, the practice would print a form and give it to the patient.

Patients were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed patients were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.

Staff kept a palliative care register and told us patients were reviewed according to their needs and discussed during practice staff meetings. The service had processes in place to review if care and preferences had been met, in line with patients wishes.

Multidisciplinary meetings were held weekly and an end-of-life care nurse attends and would flag up any cases referred to her. The practice made sure patients would have their medication as promptly as possible.