Park Lane House 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 inspection, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 79 (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. To promote equitable access to services, leaders routinely reviewed telephone performance data, including call waiting times and demand trends, and adjusted staffing levels accordingly to ensure patients could access support when needed. The practice reported that this proactive approach resulted in 75% of calls being answered within 5 minutes, with 15.5% answered within 1 minute. As a result, patients experienced improved and more timely access to the service, helping to reduce barriers for those seeking care and support.

The service took a proactive approach to ensuring people could access care and treatment in a way that met their needs. Flexible appointment options, same-day triage and extended hours supported timely access, while ongoing monitoring of demand enabled the provider to respond to service pressures and maintain access. This was mirrored in the 2026 National GP Patient Survey. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 91% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 77%.

The provider reduced barriers to care through inclusive registration processes, interpretation services, reasonable adjustments, and personalised support for people with learning disabilities, autism, care home residents, and housebound patients. As a result, people were able to access services more equitably, receive care in a timely way and experience continuity of care that supported their health and wellbeing.

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.

Staff treated people equally and without discrimination. Leaders worked proactively with local partners across the PCN to identify and address barriers to care and reduce health inequalities.

The provider demonstrated an innovative and proactive approach to meeting the needs of people at greater risk of poorer outcomes, including those with learning disabilities. Staff delivered highly personalised support through tailored reasonable adjustments and dedicated care coordination, improving access, engagement and patient experience. The provider evidenced measurable progress in embedding personalised care through its learning disability health check programme. Information was sent to approximately 200 patients, with responses used to identify, record and implement individual reasonable adjustments. The programme included a health passport, easy-read resources, an appointment preparation booklet to support people in understanding what to expect, and a staff guide to promote consistent person-centred care.

Staff used population health intelligence to develop targeted initiatives, including Ageing Well clinics, a high-intensity user programme and a children's respiratory project. These initiatives enabled earlier intervention, improved continuity of care and reduced barriers to access for vulnerable groups. Leaders continued to expand this approach across other patient cohorts, demonstrating a sustained and embedded commitment to reducing health inequalities. As a result, people experienced more equitable access to services, improved engagement with healthcare and better outcomes through care that was consistently tailored to their individual needs and 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.