The Pump House 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 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 performed in line with the national average in the results of the 2025 National GP Patient Survey. This showed people could always 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, 65% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. Access to the practice by phone was lower than the national average in the 2025 GP Patient Survey at 28%, however, in unverified data reviewed onsite, this had improved to 46% in 2026. The practice leaders told us that action had been taken to improve patient access by phone, including a call-back request on the phone system and live monitoring of call volume across the day, with action taken by additional staff members answering when the lines were busy. Additionally, the practice had moved to a total triage system with an online appointment request system. Staff spoken with told us that all appointment requests were clinically triaged to ensure people with the highest clinical need were prioritised appropriately, with the process being continuously monitored and reviewed on a daily basis. Staff spoken with told us access was determined by patient need and they worked to accommodate people. For example, patients could call the practice, walk in, or use the online booking system. All methods would result in a triage form being completed and sent to the clinical triage team. GP enhanced access appointments were available each Monday until 7.30pm.

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 was accessible for wheelchair users or baby buggies. Accessible parking was available on the premises.

The service made sure people could access the care, support and treatment they needed when they needed it.

The service performed in line with the national average in the results of the 2025 National GP Patient Survey. This showed people could always 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, 65% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. Access to the practice by phone was lower than the national average in the 2025 GP Patient Survey at 28%, however, in unverified data reviewed onsite, this had improved to 46% in 2026. The practice leaders told us that action had been taken to improve patient access by phone, including a call-back request on the phone system and live monitoring of call volume across the day, with action taken by additional staff members answering when the lines were busy. Additionally, the practice had moved to a total triage system with an online appointment request system. Staff spoken with told us that all appointment requests were clinically triaged to ensure people with the highest clinical need were prioritised appropriately, with the process being continuously monitored and reviewed on a daily basis. Staff spoken with told us access was determined by patient need and they worked to accommodate people. For example, patients could call the practice, walk in, or use the online booking system. All methods would result in a triage form being completed and sent to the clinical triage team. GP enhanced access appointments were available each Monday until 7.30pm.

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 was accessible for wheelchair users or baby buggies. Accessible parking was available on the premises.

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.