The Shrubberies 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 offered telephone, online and face-to-face access to care. During the 13 weeks to 26 April 2026, it delivered 10,537 appointments for a registered population of 8,550 patients, including 3,460 same-day appointments. The service also completed 221 of 253 requested callbacks. The service monitored access and demand through patient feedback and operational data. The 2025 National GP Patient Survey showed that 75% of respondents found it easy to get through to the practice by telephone, compared with 53% nationally, and 79% described their experience of contacting the practice as good, compared with 70% nationally. In addition, 60% of respondents usually saw or spoke to their preferred healthcare professional, compared with 40% nationally. Between January and March 2026, appointment utilisation was 81.7%, and the DNA rate was 1.1% (19 of 1,802 appointments), with no patients recorded as repeatedly missing appointments. The service supported equitable access through online registration, interpretation services, compliance with the Accessible Information Standard and support for patients experiencing digital access difficulties. Extended access appointments were available through the Primary Care Network during evenings and weekends. The practice premises were accessible at the ground floor level. A practice-led accessibility audit completed in March 2026 and an independent disability access risk assessment completed in May 2026 both confirmed level access, wheelchair-accessible entry, mechanically assisted doors and an operational hearing induction loop with visible signage.

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.

The service took action to understand and address health inequalities within its population. Communication needs were recorded in line with the Accessible Information Standard, interpretation services were available, and patients could register regardless of housing status, language or immigration status. The service proactively supported vulnerable groups. A verified clinical search completed on 9 June 2026 showed that 26 of 33 patients (79%) on the learning disability register had received an annual health check during the first 10 weeks of the 2026–27 financial year. The service had identified 183 carers, of whom 69% had received a seasonal influenza vaccination and 74% of eligible carers had completed an NHS Health Check. The service worked with community and voluntary sector partners to address health inequalities. The evidence showed 1,145 patients accessed social prescribing support, including patients with depression (354), diabetes (174), chronic obstructive pulmonary disease (26), severe mental illness (21) and dementia (17). Following a significant event review, the service introduced additional monitoring and recall arrangements for patients with mental health needs. The 2025 National GP Patient Survey showed positive patient experiences. Of respondents, 97% had confidence and trust in their clinician compared with 93% nationally, 96% felt involved in decisions about their care compared with 91% nationally, 90% felt treated with care and concern compared with 86% nationally, and 92% found reception staff helpful compared with 83% nationally.

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.