The Bridge 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 71 (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 did not always make sure people could access the care, support and treatment they needed when they needed it.

Patient feedback from the National GP Patient Survey reported that 54% of respondents found it easy to contact the practice by telephone, 62% of respondents found it easy to contact the practice through their website and 61% of respondents found it easy to contact the practice through the NHS App. The practice was working with the integrated care board (ICB) to find ways they could improve access to the service. The practice provided a range of ways for patients to access services, including both digital and non-digital options, helping to ensure equitable access for all patients.

The practice introduced a total triage system. This online service ensured patients in need of urgent medical review were seen and assessed on the same day. They offered technical support to those people who were not familiar with technology. Patient participation group members had supported promotional activities to engage with the public, where people can learn about the NHS App and meet the social prescribers. Leaflets were available in different languages. The premises was accessible to all as they had a disabled car parking space directly outside of the practice and all consultation rooms were located on the ground floor.

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 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. Arrangements were in place to identify and support vulnerable patients, including carers. Electronic patient records contained alerts and relevant information to ensure staff were aware of the patients' individual needs. The practice considered the accessibility of its environment and services. For example, adjustments had been made to some of the chairs in the waiting area.

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.