Arden 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. This was a focused assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment. At our last assessment, we rated this key question as outstanding and thisremainsunchanged due to the focused nature of this assessment. However, updated quality statement scores have been issued where relevant.

This service scored 96 (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 demonstrated an exceptional and proactive commitment to ensuring equitable access for all people, particularly those in vulnerable or marginalised groups. Access arrangements were highly inclusive, flexible and responsive to individual needs, ensuring that no one was disadvantaged when seeking care.

The provider had implemented a range of innovative approaches to reduce digital exclusion and improve access to services. For example, iPads were provided to people to use at home, alongside tailored IT tuition to support them in developing the skills needed to engage with digital healthcare services. This demonstrated a strong commitment to reducing health inequalities and empowering people to independently manage their care.

The service showed outstanding responsiveness to the needs of vulnerable populations. For example, staff actively supported people seeking asylum by visiting accommodation settings to deliver face-to-face health reviews, vaccinations and screening tests. In total 250 people were supported to register and alongside receiving routine health checks, they were signposted to dedicated mental health support were appropriate. This proactive outreach ensured timely access to essential healthcare and helped to overcome barriers to ensure equal access.

The provider ensured that communication needs were consistently met. The service recognised that standard invitation methods may not work for everyone and had adapted its processes to ensure patients had equitable access to healthcare opportunities. This included where people did not respond to digital invitations, they were contacted directly by reception staff regarding bowel screening, breast screening, vaccinations and health reviews. Interpretation services were readily available and embedded into practice systems, with clear coding to alert staff to individual requirements. People with sensory impairments were supported through accessible communication methods, including text messaging services and a hearing loop within the building. Information was routinely provided in alternative formats and languages, ensuring that people could understand and engage with their care.

The service recognised autism as a potential barrier to engagement and implemented targeted interventions to support healthier lives and wider wellbeing. The service proactively reviewed autism coding on their digital records systems and ensured diagnoses were visible within patient summaries. This improved information sharing and reduced the risk of patients' needs being overlooked across care settings. Additionally, the service embedded autism awareness into everyday workflows, equipping all staff with real-time information that enabled personalised communication and safer, more effective support to ensure patients were not disadvantaged. Feedback from patients confirmed this approach was beneficial and helped people feel more included in their health care needs.

Access to the premises was well-considered and inclusive. The building was fully accessible, with level access throughout, ground floor treatment rooms, automatic doors and ramped entry. These features ensured that people with reduced mobility could access services independently and with dignity.

The service also worked collaboratively across its primary care network (PCN) to provide extended access, including evening and out-of-hours appointments across four local sites. This enabled people to access care at a time and location that suited their needs, further enhancing accessibility and choice.

Patient feedback strongly reflected the success of these arrangements and was significantly above local and national averages. Results from the 2026 National GP Patient Survey showed that 89% of respondents described their overall experience of contacting the service as good, compared with 77% nationally. People reported being able to access care in ways that suited them, whether by telephone, in person or online. 80% of respondents found it easy to get through to this GP practice by phone, compared with a local average of 51% and national average of 58%. Additionally, 65% of respondents found it easy to contact this GP practice using their website, compared with a local average of 51% and a national average of 58%. 75% of respondents found it easy to contact this GP practice using the NHS App compared with a local average of 51% and a national average of 54%. 96% of respondents found the reception and administrative team at this GP practice helpful, compared with a local average of 81% and a national average of 85%. 76% of respondents reported they were offered a choice of time or day when they last tried to make a general practice appointment, which is higher than the local and national averages at 56% and 57% respectively.

Overall, the service consistently went above and beyond to remove barriers to care. The practice had developed an embedded electronic alert system that enabled all staff to identify vulnerable patients requiring enhanced continuity of care. Its inclusive, innovative and person-centred approach ensured equitable access for all groups and demonstrated outstanding practice in addressing health inequalities.

The service demonstrated a good understanding of health inequalities and used data and local knowledge to identify groups at risk of poorer outcomes. This information was used to tailor services and improve access to care for people in vulnerable situations.

The service had made appropriate adjustments to support people experiencing homelessness, living in temporary accommodation or without a fixed address, helping them to register and access healthcare services. Feedback from patients indicated this support had enabled continued access to primary care, medicines and wellbeing services.

The service had also implemented targeted initiatives to support its higher-than-average older population. A proactive project identified frail patients at risk of poorer outcomes and involved home assessments, personalised advice, equipment provision and referrals to support services where required. Outcomes included improvements in mobility, wellbeing and independence, helping people remain safely in their own homes.

The service recognised barriers created by digital exclusion and provided support, including devices and training, to help patients access online NHS services and appointments.

Continuity of care was prioritised for people with dementia and other complex needs, enabling patients to build trusted relationships with clinicians and receive more personalised care. Staff demonstrated an inclusive approach and worked with local partners to improve access and outcomes for underserved groups.

The service sought feedback through a range of methods, including the Patient Participation Group, Friends and Family Test, complaints and direct patient engagement. Feedback was used to inform service improvements and ensure the views of different groups were considered.

Overall, the service took a proactive and inclusive approach to reducing health inequalities and improving outcomes, ensuring people could access timely and appropriate care regardless of their circumstances.

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.