Mount Road 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 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 had introduced total triage in December 2025. 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 may be seen on the day, within 2 to 3 days, offered a pre-bookable appointment within the next 2 weeks or signposted to an appropriate alternative service. On the day appointments were available at the time of our site visit. People could also access evening and weekend appointments through the enhanced and extended access services.

The service performed better than the national average in the results of the 2025 National GP Patient Survey. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 83% of respondents to the survey described their overall experience of this service was being good, compared to a national average of 75%. The survey also showed that 73% of respondents were positive about how easy it was to contact their GP practice on the phone. This was above the national average of 53%.

Feedback we received from people during our assessment was mixed. People told us they could get appointments quickly when needed, but not everyone liked the triage system and felt there was on overreliance on digital systems. Other people were happy with the system and felt it offered flexibility. A representative from the patient participation group (PPG) told us they had received very little feedback regarding the triage system since its introduction. The PPG were requesting feedback from people regarding the triage system and information about the survey was in the PPG newsletter and on their website.

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 worked in conjunction with the Primary Care Network on key clinical area of health inequalities, for example, high blood pressure, early cancer diagnosis, smoking cessation, respiratory disease and severe mental illness. The service had adapted the recall system to ensure people attended reviews at an appropriate time based on severity of condition.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Reasonable adjustments for people were recorded in their records and taken into account when booking appointments, for example, longer appointments, specific times of the day or waiting in the car until their appointment time.

The PPG contributed to reviewing service changes and providing feedback. A representative told us they had been consulted over proposed changes within the building. The PPG was currently undertaking a survey looking at people’s experience of the total triage system following its implementation in December 2025.

Staff used systems to capture and review feedback from people who used the service. The service worked closely with their PPG when reviewing feedback and comments received via the Friends and Family Test. Comments were reviewed from themes and trends so that appropriate action could be taken as required. The service and the PPG worked together to advocate for the health of people living in the locality. The PPG supported the service with educational events, such as the recent social prescribing awareness event. The PPG had also been instrumental the development of a weekly dementia café open to anyone in the locality, through working in collaboration with local dementia care services.

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 committed to the principles of a ‘Safe Surgery’ as well as 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.