Barnt Green Surgery

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.

The practice 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, for scores relating to access. This showed people could access the service when they needed it in a way which suited their needs, such as by telephone, in person or through the service’s website. For example, 87% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 73%. The survey also showed a 77% of people found it easy to contact this GP practice using the NHS App. Reception staff held a dedicated session each week to help patients learn how to use the NHS App, reducing reliance on telephone contact and helping to ease demand on the phone system. On average, calls were answered in just over two minutes. Leaders and staff used data from the triage system to ensure appointments were available when needed. A duty GP worked alongside reception staff, providing timely guidance and support to help them respond effectively to patients' needs.

In response to feedback from people who used the service, staff had made changes to improve access. This included clearly marking the area at the end of the accessible ramp into the building as no parking, which reduced difficulties for people with mobility issues in accessing the practice. 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.

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 demonstrated a proactive approach to reducing health inequalities and improving people’s experiences. They worked collaboratively with local partners, including voluntary sector organisations, to address barriers to accessing care and support. The practice had developed a frailty checklist which had been adopted across the Primary Care Network. Staff used this alongside regular meetings with community-based professionals to identify and support vulnerable people.

The practice made adjustments to meet the needs of different groups. For example, people with a learning disability were offered extended one-hour review appointments, enabling all aspects of their health review to be completed during a single visit. Staff understood the importance of delivering inclusive care and promoting equitable outcomes. Processes were also in place to ensure people could register with the practice regardless of their circumstances, including those experiencing homelessness.

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.