West Meon 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

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.

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 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 2025 National GP Patient Survey in relation to accessing the service. 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, 90% of respondents described their overall experience of contacting this service as being good, compared to a national average of 70%.

People reported a positive experience when accessing appointments, and feedback about the service was favourable. They told us: “It has always been possible to get an appointment at short notice”; “Easy to get an appointment and the service provides excellent care”, and “I have always been able to get an appointment when I need it”. 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. People we spoke with confirmed they were able to access services in a way that suited their needs.

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 service held targeted clinic sessions to support people who may face difficulty accessing the service, including those in the farming community and people experiencing significant mental illness. These outreach clinics aimed to improve engagement with people and enabled the provision of a service without travel barriers. In addition, the social prescriber further supported this work by contacting people directly, including through home visits, and providing information and leaflets.

Staff recognised the importance of delivering inclusive care and made reasonable adjustments to promote equitable access and outcomes. Staff followed processes to ensure people could register at the service. Staff used systems to capture and review feedback from people who used the service, which included those who did not have access to the internet. This was reflected in the feedback shared from people who used the service, which was positive. The service made reasonable adjustments for people with additional needs. For example, longer appointments were available where required. Information was also available in accessible formats on request to meet people’s communication needs. For example, the practice could identify people at risk of digital exclusion or transport barriers and offer alternative ways to access care, such as telephone appointments, support with booking, outreach visits, or directing people to local transport and community support services.

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.