Falkland Surgery

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 provider made sure people could access the care, support and treatment they needed when they needed it.

The practice performed above the national averages in the results of the 2025 National GP Patient Survey regarding access. 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 practice website. For example:

• 55% of respondents to the survey said they found it easy to get through to this service by telephone, compared to a national average of 53%.
• 66% of respondents to the survey said they found it easy to contact this service using their website, compared to a national average of 51%.
• 74% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%.

The practice offered flexible appointments including evening telephone reviews, monthly Saturday clinics, improving access for working age adults. We noted that housebound patients were supported through the frailty team and community matrons, ensuring access to care within their own homes.

Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service.

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. Patients could access the practise through multiple routes, including telephone and E consult. Ensuring those were unable to use digital access were not disadvantage. The GP led triage system operated throughout the day and prioritise patients according to their clinical needs.

We noted there were alerts on the clinical system to identify patients who require additional support, including patients with learning disabilities, several mental health illness, frailty, dementia, sensory impairment, autism and carers.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The practice regularly monitored access through GP patient survey results and friends and family tests feedback, complains and telephones performance data. Feedback informed service improvements including introduction of Accurex self-booking system following a clinical triage which provided patients with flexibility and choice for their appointments.

Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people.

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.