Kingsbridge 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

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.

The service operated a total triage system, where people provided information about their needs which was then prioritised to ensure they received care from the most appropriate service or professional. People could access the triage system in a variety of ways, for example, digitally through the practice website or NHS app, via the telephone or in person. Reception staff supported people to complete the triage form if they were unable to do so themselves. People were offered appointments following a review of their information by a clinician, and were seen on the day, offered a pre-bookable appointment or signposted to an appropriate alternative service. Appointments were also available through the extended access service. The next pre-bookable appointment with a GP was within 6 working days.

The service performed better than the national average in the results of the 2025 National GP Patient Survey. For example, 85% of respondents were positive about their overall experience of contacting their GP practice, the same as the national average.

The vast majority of feedback received by the CQC was positive. Many patients reported timely access to care, including same-day appointments and rapid responses via the online triage system. People reported proactive management of long-term conditions and support for vulnerable people. However, a small number of people commented on variable access following triage and being unable to secure appointments or being directed to alternative services.

Consultation and treatment rooms were available on the ground floor, and automatic doors had been fitted to the entrance to ensure ease of access to the service. Parking for people with mobility problems was readily available.

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 service referred people to the social prescribers for support and guidance.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff had completed transgender awareness training. Reasonable adjustments for people were recorded in their records and taken into account when booking appointments, for example, longer appointments, interpreters or specific times of the day. A separate quiet waiting room was available for people who did not wish to sit in the main waiting room.

Nursing staff told us they offered flexibility around appointments for reviews. Telephone reviews were available for people who rarely engaged with or visited the service. Staff knew to contact specific people by text and telephone to remind them of their appointments. The advanced nurse practitioner worked closely with the local service supporting people with the learning disability to ensure people reviewed their annual review.

Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. The service was an Armed Forces veteran friendly accredited practice.

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.