Yealm 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

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.

The service offered on-the-day appointments with GPs, nurses and GP registrar. People could choose whether they had a face-to-face consultation or a telephone consultation. Reception staff were trained in care navigation and guided people on whether a telephone consultation was likely to be clinically appropriate. For example, staff identified when a face-to-face appointment was needed when a physical examination may be required.

The appointment system consistently ensured both urgent and routine care was well managed and people, including those with barriers, could access the service equitably.

Treatment rooms were available on the ground floor, there was a disabled access lift (external to the premises), a ramp and an automatic door had been fitted to the entrance to ensure ease of access to the service.

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 and staff proactively sought ways to address any barriers to improving people’s experience and worked with local organisations to address any local health inequalities. For example, recognition of community needs, based on environmental and socioeconomic factors.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The service had processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. Staff assisted people in registering for digital access. People who wished to register but did not have online access, could contact the service to complete a paper registration form.

Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

The service considered and always tried to accommodate requests for preferred times of the day to assist those who preferred the quieter times.

Digital flags were added to people’s records to ensure consistent and respectful care for people with specific needs, and who may need reasonable adjustments. For example, learning disabilities, autism, mental health conditions, deafness, and visual impairment.

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.