Esk Valley 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

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 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 service 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 service’s website. For example, 86% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. In response to feedback from people who used the service, staff had made changes to improve access. This included the service changing their appointment slots, which meant people who were digitally excluded did not lose access to slots that were booked more quickly online. Treatment rooms were all on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service. There was a lift to the first floor (administrative area) which had been out of order for a long time. The provider had sought support from stakeholders to urge the landlord to repair the unusable lift. In the meantime, arrangements were in place for ground floor access, if needed.

The practice offered a free prescription deliver service to its patients due to the remote location of the practice, and in recognition that a lot of its patients were older people with frailty or were housebound. Some patients described this service as a lifeline.

Esk Valley Medical Practice provided weekly home visits, every Tuesday, to a nearby village community of around 58 adults with learning disabilities. The community comprised of approximately 48 properties at Botton Village which included a mix of shared supported and independent living households.Although some of these patients elected to visit the practice instead, the home visits were a standard weekly offer for learning disability health checks.

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, including within the voluntary sector, to address any local health inequalities. For example, the practice worked closely with a local registered charity which provided Esk Valley GP practices with medical equipment not supplied by the NHS. Similarly, Esk Valley Medical Practice worked very closely with a not-for-profit community interest organisation.This helped to support older and vulnerable people to stay in their own homes, reducing loneliness and revive community spirit through a team of volunteers.

As part of its commitment to proactive and accessible healthcare, the practice hosted a health and wellbeing stand at local agricultural shows These events provided a unique opportunity to connect with its rural population in a familiar, informal, and non-clinical setting. The provider recognised that stigma, stoicism, and a strong sense of self-reliance often prevented members of its farming community from acknowledging mental health struggles or reaching out for help. Additionally, poor digital connectivity in rural areas and demanding work schedules made it difficult to attend clinic-based or virtual appointments.

Through the Additional Roles Reimbursement Scheme, the practice had employed a health and wellbeing coach. Patients were referred to the coach by the first contact mental health practitioner, where it was the most appropriate source of support. The practice was accredited Armed Forces veteran friendly status.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The practice sent a text message to all patients asking what reasonable adjustments they could provide for them. They made adaptations for 134 people following this.Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet.

Every two weeks the main GP partner held neighbourhood care meetings which were a multidisciplinary discussion including PCN staff, social care, occupational therapy and physiotherapy representatives. This used a ‘4Ms approach’ (Mobility, Mind, Medications, and what Matters) to understand patients’ experiences and improve their outcomes.

The provider had put on two free, successful events in a nearby village hall to promote awareness of dementia and falls risks and had plans to host further events in the near future.

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.