St John's 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

At our last inspection, we rated this key question as requires improvement. At this inspection, the rating has changed to good.

The service was in breach of legal regulation in relation to regulation 17 (good governance) of the Health and Social Care Act 2008. Service user feedback from the National GP Patient Survey (2025) indicated that the practice was performing below national averages regarding person centred care and equity in access. The service had initiated work to address these areas, but at the time of the inspection the survey had not been repeated.

This service scored 68 (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 did not always make sure people were at the centre of their care and treatment choices.

We saw from the results of the National GP Patient Survey (2025) that 85% of people said they were involved as much as they wanted to be in decisions about their care and treatment. This was below the national average (91%). The provider had again developed an action plan to address this, which included training packages with clinicians at the service to develop consultation skills in this area. However, at the time of the assessment the survey had not been repeated.

Alerts were added to patient records so staff could identify additional needs or preferences. People with learning disabilities were offered longer appointments with a nurse. Home visits were available for house bound service users and through the triage system if needed for others.

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 that people could access the care, support and treatment they needed when they needed it. Service user feedback from the National GP Patient Survey (2025) indicated that the practice was performing below national averages regarding equity in access. We saw that 27% of people found it easy to get through to this GP practice by phone (National Average 53%), 26% found it easy to contact this GP practice using their website (National Average 51%) and 42% of people were satisfied with their experience of contacting the practice (National Average 70%). In each of these areas the practice had improved on the previous years’ survey.

The provider had made numerous changes to improve access. The service had moved to an online based total triage appointments system, although people who were not as comfortable in using online systems could still access services by telephone, and there were dedicated staff in place at all 5 sites to assist patients with utilising this technology. The service had also increased the whole time equivalent of all clinical staff groups at the practice and more appointments were offered. The service provided positive friends and family test (FFT) and internet platform feedback in relation to the changes that they had made, but at the time of the inspection the national patient survey had not been repeated.

People could access the service to suit their needs for example online, in person and by telephone.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.