Caritas General Practice Partnership Also known as Dial 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 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.

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

The service performed in line with national averages in the results of 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, 64%of respondents to the survey responded positively to how easy it was to contact the practice on the phone, compared to a national average of 57%.

Caritas GP partnership ensured technology was not a barrier to accessing services and they performed better than national averages in the results of the 2026 National GP Patient Survey. The results showed people could successfully use the technology in place to access appointments. For example, 70% of respondents said they found it easy to contact the GP practice using their website compared with the national average of 58%, and 65% said they found it easy to contact the practice using the NHS App compared with the national result of 54%.

In response to feedback from people who used the service, leaders had made changes to improve access. This included introducing a total triage system which guaranteed, all patients who made the request, were seen or contacted by an appropriate clinical or nursing professional, on the same day.

Improving and perfecting access to both practices was recognised by leaders as a challenge for both Dial House and Ellesmere Road. This was because both buildings are over 100 years old. We saw that significant adaptations and upgrades, had been made in response to changes in expectations and legal requirements relating to public buildings and the provision of medical services. Leaders were aware that the challenges would be on-going, and risk assessments and action plans were in place.

Both sites were wheelchair accessible, with ramps from the inside into the buildings. Treatment and waiting rooms were also available on the ground floor of both buildings. There were also lifts to upper floors at both practice sites.

Caritas GP Partnership 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.For example, to encourage more men to complete blood pressure and other health screening, clinics and health awareness events were advertised and held at a local football ground.

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

Caritas GP Partnership were signed up to and had sought accreditation from, schemes which support their intent to be inclusive and meet diverse needs. For example, they were signed up to the Safe Surgeries scheme which promotes action to remove barriers related to, language; religion; cultural preference and or legal domiciliary status. The practice had also achieved accreditation in the LGBT Foundation’s program ‘Pride in Practice’,which aims to ensure primary care services for LGBTQ+ people is inclusive and high-quality by tackling health inequalities.In addition, the practice is a ‘Veteran Friendly’ GP Practice, which is achieved through evidence showing they identify veterans and understand how to meet any additional needs.

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.