Ilkley and Wharfedale Medical 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.

People were able to make appointments in person, via the telephone, and using an online consultation tool. Both urgent (same day) and pre-bookable appointments were available. The service also offered extended access appointments which included evening and weekend appointments. Staff received care navigation training to enable them to efficiently direct people to the most appropriate clinician or service.

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. For example, 89% of respondents to the survey were positive about their overall experience of contacting the service, compared to local and national averages of 70%.

In response to feedback from people who used the service, staff had taken steps to improve access by increasing availability of nursing staff.

Clinical rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service. Dedicated parking was available for those with a disability.

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. The service proactively sought ways to address any barriers to improving people’s experience. For example, the service had started work to improve the uptake of severe mental illness health checks in order to identify and overcome any barriers to engagement, including plans to offer home visits to those who could not attend the service. There were also plans in place to support those who needed help accessing and using digital healthcare tools.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, the service had recently redecorated their waiting area, using dementia-friendly colours to improve accessibility and comfort. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances. Staff used systems to capture and review feedback from people who used the service, including undertaking their own patient survey and carrying out community engagement work.

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.