The Boat House Surgery Also known as Pangbourne 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

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. The practice responded appropriately to the needs of its population and had systems in place to manage access and respond to feedback.

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 provider was exceptional at ensuring 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 2025 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 practice 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 70%.

73% of the respondents to the survey found it easy to get through to this GP practice by phone, compared to a national average of 53%.

84% of the respondents to the survey found it easy to contact this GP practice using their website, compared to a national average of 51%.

96% of the respondents to the survey found the reception and administrative team at this GP practice helpful, compared to a national average of 83%.

The purpose-built surgery was fully accessible with disabled access lift facilities, ample parking and convenient public transport links supporting equitable access to care for all patients. 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.

The patient participation group (PPG) feedback was highly positive about access to appointments and suggested that the triage model at the practice was responsive, reduced wait times and ensured patients with urgent needs were seen promptly.

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.

The practice used digital solutions including an interactive website to improve patient access to service and information. Staff empowered patients to take an active role in managing their health through facilities such as access to preventive and screening services.

Patients have access to wide range of integrated services delivered within the practice, reducing the need for multiple appointments across different locations and improving continuity of care. The patients benefited from a broad range of enhanced community-based services available on-site including diabetes outreach clinics, cardiology services, diabetic eye screening, and long-acting reversible contraception and obesity management.

Through its Primary Care Network (PCN), the practice provided access to social prescribing and community pharmacy service supporting patients’ wider health and well-being needs.

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.

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.