The Bassingham 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 service made sure people could access the care, support and treatment they needed when they needed it.

The service performed better than 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, 92% of respondents to the survey described their overall experience of this service was being good, compared to a national average of 75%. In response to feedback from people who used the service, the practice had made changes to improve access. This included improving the telephone system to avoid patients waiting for the phone to be answered and introduction of a triage system using a care navigation toolkit. This improved equity of access whether patients made contact in person, by telephone or online and ensured that patients were seen by the appropriate clinician. Adjustments were made for patients who were unable to read to ensure they had equity of access. For example, receptionists would know that a phone call would be needed to make an appointment rather than sending a text message.

Feedback we received reflected continuity of care with people reporting how they valued the consistent, long term personalised care they received. On the whole people told us there was timely access to appointments, often on the same day.

Treatment rooms were available on the ground floor with level access to the building. Parking for people with mobility problems was readily available.

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. 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. Staff used systems to capture and review feedback from all who used the service. This was reflected in the feedback shared from people who used the service, which was overwhelmingly positive.

The practice engaged effectively with the local travelling community and staff had a good awareness of individual needs in order to support them to receive optimum care.

For patients who were unable to read, longer appointments were made for medicines reviews and pictorial information was provided to support patients to take their medicines correctly.

The practice had started work to identify more carers by collecting data from influenza clinics. This information had been used to offer support to carers of patients in the last 12 months of life

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.