Barlow 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

This was a focused assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment. At our last assessment, we rated this key question as outstanding, and this remains unchanged due to the focused nature of this assessment. However, updated quality statement scores have been issued where relevant.

This service scored 96 (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 was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The service performed in line with or 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, 86% of respondents to the survey described their overall experience of this service was being good, compared to a national average of 75%. Treatment 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.

The practice delivered two major digital quality improvement programmes, a full redesign of the practice website using the NHSE Website Audit Tool, and a project to increase uptake and satisfaction of the online consultation platform. Both projects focused on improving accessibility, simplifying navigation, reducing digital exclusion, and creating more efficient, patient‑centred online journeys.

Across both projects, patients experienced significantly improved access to care. Website usability increased from 68% to 94%, and 8am call demand reduced from 100+ calls to around 30–40, easing pressure on phone lines and improving response times. The online platform's active users increased from 500 to 839 per week (12.8% above target), registered users rose from 839 to 6,957 (an 88% increase), and 89% of users found the platform easy to navigate. These improvements enhanced accessibility, reduced waiting times, supported digitally excluded groups, and created a more efficient and inclusive digital front door for all patients.

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment.

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. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people. Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet. This was reflected in the feedback shared from people who used the service, which was positive.

The practice demonstrated a well-organised and consistent approach to supporting vulnerable groups within its population. There were clear systems in place to identify and provide ongoing care for patients living in care homes, those who were housebound, and patients with severe frailty, supported by regular reviews and continuity through named clinicians. The practice also showed a thoughtful and inclusive approach to specific groups, including LGBT patients, veterans, people living with dementia, and those experiencing homelessness, with appropriate adjustments made to how care was delivered. This included recognised accreditation schemes, tailored care pathways, and close working with other services to ensure patients received the right support.

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.