Greenbank 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 71 (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.

Results of the 2025 National GP Patient Survey was mixed, as were comments made to CQC in its Give Feedback on Care. This showed some people said they 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, 51% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. Other people told us they had problems getting an appointment.

In response to feedback from people who used the service, the practice had made a number of changes. This included the introduction of a total triage of all contacts with the surgery so that all requests were reviewed by a GP who prioritised patients with the most urgent needs and either offered a face to face or telephone appointment or signposted to other, appropriate services such as a pharmacy.

They changed the telephone system to include a ring back facility so that people did not have to join the telephone queue at busy times.

The impact of these changes has not yet been measured. At the time of the inspection the practice had started a 3 month survey to look at the impact of these changes, however it was too early to have any meaningful results.

Treatment rooms were available on the ground floor, and a ramp and automatic door was 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 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.

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.

The service was an accredited Military Veteran Friendly practice. This meant that the clinicians were trained to understand military health related conditions and provide priority treatment to the veterans.

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.

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.