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

The service performed better than 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, 89% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 77%.

The practice had considered the needs of people who may experience barriers in accessing services. The premises included accessibility features such as ramps, handrails, a lift and accessible toilet facilities. Staff described supporting patients who were digitally excluded by helping them complete online forms and running digital support workshops. Early and late appointments were available through enhanced access arrangements. Staff also described providing interpreter services and support for patients with hearing impairments through a hearing loop system. Homeless patients could register using the practice address.

The practice had developed their own interactive videos for common queries that patients may have. This included information about making an appointment or how to order a repeat prescription.

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 to address any local health inequalities.

The practice demonstrated a commitment to promoting equity in experiences and outcomes by identifying and responding to the differing needs of its patient population. Patients requiring additional support were flagged on clinical records to ensure reasonable adjustments could be made, and staff received equality and diversity training to support inclusive care. The practice provided access to interpreter services, hearing loop facilities and information in alternative languages, including cervical screening materials, helping to reduce barriers for patients whose first language was not English or who had communication needs. A dedicated care co-ordinator proactively supported patients with learning disabilities by contacting them directly to arrange reviews, improving engagement with health checks and ongoing care. The practice had also taken steps to improve access for digitally excluded patients through workshops, website resources and continued receptionist support, while ensuring that vulnerable groups, including people experiencing homelessness, were able to register and access services. Additional needs were clearly flagged on patient records, and staff received equality and diversity training.

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.