Swallowfield Medical Practice

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

The service was responsive to people’s needs and tailored care to reflect the characteristics of the local population. Patients were able to access services in a variety of ways, and the practice took steps to improve access, including prioritising vulnerable groups and offering flexible appointment options.

The practice actively sought and acted on feedback, using this to drive improvements in service delivery. Systems were in place to manage complaints effectively. The service worked to reduce health inequalities and ensured that people received equitable access to care, including those who may face barriers such as language or digital exclusion.

At our last assessment in August 2016, 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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

We noted the 2025 National GP Patient Survey results indicated 97% of the respondents felt their needs were met during their last general practice appointment, in comparison to the local average of 91% and national average of 90%.

Flu vaccination clinics were prioritised for patients aged over 65, those with certain long-term conditions, pregnant women, individuals living in care homes and patients with weakened immune system, in line with national guidance to support those most at risk.

The practice had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes. There were established mechanisms for engaging with the community healthcare provider.

Our clinical searches demonstrated referrals to other services were made promptly, and information shared by other services was managed effectively and timely to support good outcomes for people.

Feedback from the local care home supported by the practice was positive. The practice provided weekly visits to the homes enabling continuity of care and easy access for the patients. Continuity of care delivered by the same GP resulted in an exceptional understanding of the health and individual needs of the care home residents.

The practice provided clinics for young people aged 12-18 who may be experiencing emotional difficulties or struggling to cope with significant life changes. This included access to free and confidential counselling service delivered within the practice by a trained counsellor providing early intervention and emotional wellbeing support for young people.

The practice was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information to promote the take up of screening and immunisation programmes was available in a range of languages. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

Feedback from people who responded to the 2025 National GP Patient Survey regarding the provision of information was positive:

96% of the respondents suggested that they knew what the next step would be after contacting their GP practice in comparison to the local average of 84% and the national average of 83%.

94% of the respondents knew what the next step would be within 2 days of contacting their GP practice, in comparison to the national average of 93%.

95% of the respondents felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment, in comparison to the local average of 93% and national average of 92%.

The practice website provided useful information for people on pregnancy, mental health and wellbeing. There was also information available to help and support patients to signpost them to local communities and voluntary organisations. People could seek more information from the reception staff regarding community navigators.

The provider offered a ‘who do I see’ page on the website, which supported patients in identifying the most appropriate healthcare professional for a range of conditions. Staff actively directed the patients to this resource where appropriate, helping to guide them to the right service and improving access.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

Leaders and staff demonstrated an excellent understanding of their patient population. The 2025 National GP Patient Survey results indicated:

94% of the respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, in comparison to the local average of 92% and national average of 91%.

91% of the respondents felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, in comparison to the local average of 88% and national average of 87%.

Feedback from care home and the Patient Participation Group (PPG) members was positive and people left involved in decisions about their care.

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

In response to the 2025 National GP Patient Survey data and from feedback from members of the community the provider had identified changes to improve access to the service. People could access the service to suit their needs for example online, in person and by telephone.

The practice has made a considered decision to not rely on online access for appointment booking. Patients were able to contact the practice directly by telephone to arrange appointments, ensuring accessibility for all. This approach reflects the needs of the practice population, which included people who may be less confident using digital services.

The practice recognised telephone access provided a more inclusive and responsive way to understand patient needs, allowing staff to identify nuances, assess urgency, and direct patients appropriately. They felt it supported people with equitable access and ensured they were not disadvantaged by digital exclusion.

The recent telephony data shared by the practice indicated the average waiting time for patients calling into the practice was approximately 10 minutes, this was being regularly monitored to support ongoing improvements in access.

We noted patients could self-refer to Musculoskeletal (MSK) physiotherapists at the practice to assess and treat problems with muscle, bone and joint pain, stiffness, and/or disability.

The 2025 National GP Patient Survey results about patients accessed services was higher when compared to local and national averages:

54% of the respondents found it easy to get through to this GP practice by phone, in comparison to the local and national average of 53%.

40%of the respondents usually got to see or speak to their preferred healthcare professional when they would like to, in comparison to the local average of result of 44% and national average of 40%.

93% of the respondentsfound the reception and administrative team at this GP practice helpful in comparison to the local average and national average of 83%.

The main site offers ample parking availability, including designated spaces for disabled patients. The entrance is accessible, with push-button automatic doors leading into the reception and waiting area.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities.

Patients within the Primary Care Network (PCN) were offered weekly seated exercise classes, held every Thursday at a local leisure centre. These sessions were well attended and received positive feedback, with patients reporting both physical and social benefits. Patient feedback suggested that the classes provided an opportunity not only to improve fitness but also to reduce social isolation, build friendships, and connect with others in the community. The initiative was supported through social prescribing, with additional activities and group opportunities arranged to encourage ongoing engagement and promote wellbeing,

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers.

Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

Overall experience of patients using the service was positive. The 2025 National GP Patient Survey results suggested that:

97% of the respondents felt their needs were met during their last general practice appointment, which was higher than the local average of 91%and national average of 90%.

88% of the respondents described their overall experience of this GP practice as good. This was significantly higher than the local average 76% and national average of 75%.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.

Staff told us that when families experienced bereavement, their usual GP contacted them and staff had attended funerals of patents who had been with the practice for many years, reflecting importance placed on dignity, respect and continuity of care within the practice.