Firdale 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 better than both local and national averages 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, 90% of respondents to the survey described their overall experience of this service as good, compared to a local average of 78% and a national average of 75%. Treatment rooms were available on the ground floor. The practice had introduced a call back system to reduce the amount of time people waited on the phone. Staff told us they were trained to ask about communication needs, provide information in a way that patients could understand, and arrange appropriate support when required. This included longer appointments, quieter waiting spaces, or assistance completing forms.

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. All staff were trained in learning disability and autism awareness. The provider enabled registration for all patients, including those in vulnerable circumstances, and staff adapted care to support inclusive, equitable outcomes. Patients had equal opportunities to access appointments provided by a range of multi-skilled clinicians. Learning from complaints and concerns was seen as an opportunity for improvement, and staff could give examples of how they incorporated learning into daily practice. Staff treated people equally and without discrimination.

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.