Dr RW Harrison & Partners Also known as Howden 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 practice 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.

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

The practice performed broadly in line with the national average 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, 75% of respondents to the survey described their overall experience of contacting this practice as being good, compared to a national average of 73%.

As part of this assessment a review of the practice’s appointment system was carried out. We saw how patients were able to make appointments via telephone, online or in person at the practice. Patients were booked in for face-to-face appointments were appropriate, they also had the opportunity to prebook nurse appointments. There was a duty GP system where patients would be triaged and signposted accordingly. Patients could also ask questions or make requests online, we saw how these were responded to in a timely manner. Results from the most recent National GP Patient survey reflected this with 86% of patients responded that they knew what the next step would be after contacting their GP practice, compared with the national average of 84%.

In response to feedback from people who used the service, staff had made changes to improve access. This included opening telephone lines into the practice earlier. Treatment rooms were available on the ground floor, and a dropped curb and automatic door had been fitted to the entrance to ensure ease of access to the practice.

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. For example, the practice had developed a questionnaire and cover letter that was sent to patients with a learning disability before their reviews. This resulted in positive feedback from patients and carers about their latest appointment.

The practice had a list of vulnerable patients that were given a “gold card”. This meant that when they contacted the practice and they told reception they had a gold card they would receive a telephone call or be given an appointment that day with a GP. The practice was also an accredited Armed Forces veteran friendly practice. This meant that there was a clinical lead for veteran health who undertook regular training to better understand the needs of veterans and support them to access dedicated health services.

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. This was reflected in the feedback shared from people who used the service, which was positive.

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.