Snaith and Rawcliffe 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 service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as outstanding. At this assessment, the rating remains the same.

This service scored 100 (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 was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. The practice regularly undertook workforce planning, this involved ensuring they had enough members of staff to meet the demand needs of their patients. As a result of this, there was a strong clinical team of doctors and nurses.

The service performed significantly better than the national average in the results of the 2025 National GP Patient Survey in many areas. For example, 89% of patients found it easy to get through to the GP practice by phone, compared to the national average of 53%. It showed that 90% of patients described their experience of contacting the GP practice as good compared to the national average of 70%.

A review of the practice’s appointment system showed that systems in place easily allowed patients to access appointments when they needed them. For example, we saw that patients were clinically triaged by an on-call GP in a timely way and effectively signposted to the correct care pathway, whether that be advice provided there and then over the phone, brought in for face-to-face appointments or offered routine appointments. We saw that there were slots built into the system to ensure that on the day appointments were available, we also saw that at the time of the assessment routine appointments were available for later that week.

The practice routinely offered longer appointments for patients with a learning disability. Patients could also be sent links so that they could book appointments themselves at times that suited them. This system was used for mental health appointments for a dedicated 20-minute appointment. This proactive approach resulted in removing barriers for vulnerable patients or those that might otherwise struggle to access care. This was also reflected in results from the National GP Patient survey showed that 89% of patients said the healthcare professional they saw or spoke to was good at considering their mental wellbeing, this was compared to the national average of 74%.

The practice had a close working relationship with their local care homes they supported. This also included learning disability homes who had open access to contact a dedicated GP who attended for regular visits.

Feedback we received from the PPG reflected that patients found it easy to access appointments, they told us it was extremely easy to make an appointment either by calling the practice or using the NHS App. They told us about examples of when patients faced an urgent issue they would get a call back from the GP in a timely way, and that patients were given the choice of what type of appointment they wanted (face to face or telephone) and if they wanted to see a specific healthcare professional, they could. Results from the National GP Patient Survey reflected this, with 81% of patients saying they were offered a choice of time or day when they last tried to make a general practice appointment, compared to the national average of 54%.

The practice offered extended access appointments in the evening on Mondays and Thursdays. This included both doctor and nurse appointments until 8:30pm. Treatment rooms were available on the ground floor and parts of the first floor at the main site. There was a lift available for patients if they had mobility issues. There was a ramp and automatic doors at the entrance to ensure ease of access to the service.

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment. The practice continually audited their patient’s attendance at the practice. If a patient did not attend an appointment 3 times, they were added to a “potentially vulnerable patient list”. Patients on this list received a telephone call the day before their appointment to remind them about their upcoming appointment. A recent audit showed that between the patients on this list, 114 patients had missed at least 3 appointments in the preceding 12 months. This audit was then carried out 12 months after the patients had been added to the list, the number had reduced to 31 patients who had not attended their appointments following the engagement the practice had done with.

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. For example, the practice was part of the Retired and Senior Volunteer Programme (RSVP). This scheme helped older, vulnerable or isolated patients reach medical appointments as volunteer drivers would bring them to the practice for their appointments, wait for them and then take them home again. An audit carried out by the practice showed that 310 patients had benefitted from this service in the last 12 months. This demonstrated sustained, proactive action to reduce inequalities and improve access for vulnerable groups. As this was frequently audited by the practice, they were able to show the impact this had made for patients. This also helped the practice as they did not have to carry out as many home visits as they potentially otherwise would have done.

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. Staff used systems to capture and review feedback from people who used the service, feedback from the NHS Friends and Family test was overwhelmingly positive from patients. This was reflected in data from the National GP Patient survey with 100% of patients stating they felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment, compared to the national average of 92%. 100% of patients stated they had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment, compared to the national average of 93%.

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.