Portland Medical Practice

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 very well 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, 82% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70% and a local average of 64%. We found from the friends and family survey carried out by the provider that a similar response was provided as a result of the data gathered. Although the national GP survey results were positive, some online reviews indicated that patients experienced difficulties accessing appointments. The leaders of the service were aware of the reviews and were taking positive action to improve this. We saw from the positive GP patient date results and the family and friends’ data that the practice was meeting and at time exceeding the required targets they had to meet. This showed the service was working hard to improve patient experience when they needed care and treatment.

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 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 and leaders understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as people experiencing homelessness and Travellers. 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. Patients we spoke with told us the service was flexible and proactive in offering all types of appointments. Feedback from the representative from the PPG told us patients found the service provided was caring and staff listened to patient’s needs. The 2025 National GP Patient Survey data showed 98% of patients who responded to the survey felt the service listened to them in comparison to the national average of 87% and a local average of 84%.

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.