Bethany 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 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 ensured that people could access the care, support, and treatment they needed when they needed it. Staff enabled access to services when required, including arranging home visits for patients who needed them. The service maintained accessible premises and equipment and provided support to help people overcome barriers and ensure equal access. The service was accessible for patients in a wheelchair with step free access at the entrance. The had accessible toilets, and fitted lower reception windows to support communication. The provider had identified that an automated door would be useful, but we were told an application for a grant to support this was turned down. Following the assessment, the manager provided evidence of a completed risk assessment and confirmed that staff had added new signage at the entrance.

The service monitored patient access and responded by making changes when needed. For example, staff monitored appointments daily and weekly. They carried out triage assessments and tracked follow-up appointments. The practice team also monitored telephone wait times, patient callbacks, and the timeliness of responses to ensure equitable access for patients.

The service performed better than both local and national averages 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 service’s website. For example, 91% of respondents described their overall experience of the service as good, compared to the average of 69%. In addition, 85% of respondents reported that it was easy to contact their GP practice by phone, compared to an expected national result of 52%.

Feedback shared with CQC from people using the service was very positive about their experience accessing appointments and services.

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, they understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. People who used the service had equal opportunities to access reviews of their care, treatment and medicines. People were invited for health screening. The provider had processes to ensure all people could register at the service, including those in vulnerable circumstances. If needed, longer appointments were available for patients with complex needs or issues that made them vulnerable. Appointments were available outside of school and usual working hours. People could access appointments online, over the telephone and in person. Digital flags were used within the care records system to highlight any specific individual needs, such as the requirement for longer appointments or for a translator to be present. The service had registers in place for people with a learning disability and annual checks were carried out to identify and address health issues early.

The results of the National GP Patient Survey indicated that 81% of respondents responded positively to the overall experience of the practice. Feedback shared directly with CQC showed that patients were satisfied with their experiences and services provided.

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.