Oakwood 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. This showed 71% of respondents to the survey described their overall experience of contacting the practice as good, compared to a national average of 70%. It was slightly above average for waiting times with 72% of patients indicating they felt they waited the right amount of time for their last appointment compared to the national average of 67%.

The provider monitored peoples feedback about access, for example through the Friends and Family Test and the National GP Patient Survey. In response to feedback the provider had made changes to improve access. This included reviewing the triage service provided to enable GPs to book in review appointments for continuity. Organising training for all staff in customer care and positive communication. The provider had recently completed an in-depth review of access with the support of a national organisation in response to patient feedback.

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.

Leaders proactively sought ways to address any barriers to improving people’s experience. Staff 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 homeless people and Travellers. Alerts were placed on people’s records to identify their needs and how they were to be met, for example, by providing a longer appointment. Adaptations were made to assist communication, for example communication cards were in place to support people with a learning disability and there was and an assistive listening system at reception. The premises assisted people with their mobility, for example, there was level access for patients and designated parking spaces close to the entrance. Staff had completed training in equality, diversity, and inclusion.

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.