Scarborough Medical Group

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 practice 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 practice made sure people could access the care, support and treatment they needed when they needed it. Across both sites, the treatment rooms were available on the ground floor (with ramp access) to ensure ease of access to the practice.

Leaders recognised that many of their patients were elderly and with complex needs. Patients receiving palliative care and those nearing the end of their life were regularly discussed at the practice’s ‘Gold Standard’ meeting. This is a multi-disciplinary team meeting where specialist staff discuss relevant patients and ensure they receive appropriate care and support.

The practice was mostly in line with or exceeded the national average in the results of the 2026 GP Patient Survey. This showed patients could access the practice when they needed to and in a way that suited their needs. This included by telephone, in person, or through the practice’s website.

Scarborough Medical Group had moved to a ‘Total Triage’ system in October 2025. This involves every patient request being reviewed by a clinical member of staff before an appointment is booked. Patients are asked to provide some information on the reason(s) for contacting the practice. This information is then reviewed to ensure the patient is given an appointment with the most appropriate healthcare professional (or signposted elsewhere if appropriate). Staff and leaders regularly monitored and reviewed this process to make improvements for patients while also ensuring safe delivery of care.

Leaders implemented changes which meant patients could often choose their preferred branch site when making an appointment. The 2026 GP Patient Survey showed that 44% of respondents said they were offered a choice of location when last making an appointment. This was much higher than the national (16%) result. We received patient feedback which confirmed that having a choice of location made it easier to access healthcare appointments.

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.

Scarborough Medical Group is an active member of its primary care network (a group of local general practice surgeries working together). Leaders proactively sought ways to address any barriers to improving people’s experience. They worked with local organisations (including within the voluntary sector) to address local health inequalities.

For example, the practice had worked on several health management and improvement initiatives aimed at reducing inequalities and improving outcomes for vulnerable populations across the area. This included targeted support for people who were socially isolated, economically inactive (including those whose health issues negatively affected their ability to gain or retain work), and those experiencing mental ill-health.

The practice is an ‘Armed Forces veteran friendly’ accredited practice. The practice recorded relevant patients as being a veteran when they registered. This meant staff could better identify and treat veterans, and (if appropriate) refer those patients to dedicated services to support them.

Staff treated patients equally and without discrimination. They understood the importance of providing an inclusive approach to care. They made adjustments to support equity in people’s experience and outcomes.

We received positive feedback which detailed how the practice made reasonable adjustments to ensure an autistic patient with a learning disability accessed the appointments they need. The feedback included that staff put the patient “at ease” and were “very patient”. It detailed how staff had taken the time to understand the patient’s specific needs to overcome barriers in attending key healthcare appointments.

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.