The Wrythe Green 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 that the service met people’s needs, and that 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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s 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. They were also involved in decisions about their care.
 

The service understood the diverse health and care needs of people 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. 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.
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 service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people 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.
Examples of changes made in response to feedback included changes to the greeting on the telephone answering machine - to reduce the time people had to listen, and purchase of a sign to tell people where to queue – to improve privacy at reception.
 

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.
Feedback given in the National GP Patient Survey was very positive:
- 90% of those who responded said that their experience of contacting the practice was positive, compared to a national average of 70%
- 88% said that it was easy to contact the practice by phone compared to a national average of 53%.
A number of GP practices locally had adopted a total triage model, where appointments were only allocated after the service had assessed the need. In response to feedback from people who use the service and the patient participation group, the service had not adopted this model.
People 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.
To make sure that as many people as possible could access appointments, the service had carried out a review of rates of appointments not used because the person did not attend. Changes made as a result reduced the rate of did not attend (DNA) for appointments booked in advance, from 5.5% in March 2026 to 2.5% in April 2026.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
The service had been an accredited as a Veteran Friendly GP Practice since 2023. The scheme helps GP practices to identify and support people who serve or have served in the armed forces and their families. Staff received additional training and could refer people to specific health services for military personnel and veterans.
The service had identified the people registered with the service who were serving or veteran members of the armed forces, or a family member of someone serving or a veteran. These people were sent links to veteran specific support services.
In response to feedback from people and discussions with staff, the service had introduced a system of duty nurses, so that people who needed a consultation with a nurse received a same-day telephone call and where necessary a same-day appointment.
There was a duty GP available every day. Feedback, discussion and analysis of data had led to the allocation of 2 duty GPs on Mondays, to ensure that staff had time to give an equitable experience to everyone who contacted the service.
The service had identified a need to deliver more co-ordinated care for people with multiple medical conditions and had just set up multi-morbidity clinics, which gave staff more time to review all of the needs of these people on multiple medicines. The service was also dedicating specific time to housebound patients.
Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s 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 people’s experience and outcomes. The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.
 

People 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 people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.