East Finchley 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

People could access care, treatment and support when they needed it. Leaders and staff were alert to discrimination and inequality that could disadvantage groups of people who used the service and sought ways to address any barriers.

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.

The practice generally performed in line with local and national averages for indicators relating to access in the results of the 2025 National GP Patient Survey. 51% of patients found it easy to get through to the practice by phone, compared with a local average of 55% and national average of 53%. 65% of patients described their experience of contacting the practice as good, compared with the local average of 69% and national average of 70%. However, some indicators relating to access were below local and national averages. For example, 29% of patients found it easy to contact the practice using their website, compared with a local average of 50% and national average of 51%. Additionally, 35% of patients found it easy to contact the practice using the National Health Service (NHS) app, compared with a local average of 46% and national average of 49%. The practice had reviewed the survey results and the Friends and Family Test (FFT) results and had implemented actions to improve access. Leaders told us a new telephone system had been introduced following patient feedback regarding queue systems, and had made changes to the website to improve navigation and electronic consultation templates to support patients accessing care. Reception staff supported patients who were unable to use digital systems by completing online consultation requests on their behalf. The practice had arrangements in place to support access for patients with additional needs. Interpreter services, including telephone interpreters and British Sign Language (BSL) interpreters, were available where required. Hearing loops were available, and the premises was accessible with ramps and ground floor clinical rooms available for patients with mobility needs. Staff could rearrange clinics where required to ensure patients could access appointments and the practice offered extended access appointments during evenings and weekends.

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.

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. A learning disability register was maintained to identify and support people with learning disabilities, including invitations for annual health checks. Staff told us patient records included alerts to highlight specific needs and support reasonable adjustments. Staff completed appropriate learning disabilities and autism awareness training. Results from the 2025 National GP Patient Survey indicated that 87% of patients felt their needs were met during their last appointment, which was just below the local average of 88% and national average of 90%. Additionally, 84% of patients said they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment, which was slightly below the local average of 90% and national average of 91%. In response, leaders were actively reviewing survey findings to share with clinicians and promoted the use of electronic consultations to encourage greater patient ownership of care.

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.