Merepark 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

This was a focused assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment(s). At our last assessment, we rated this key question as outstanding and this remains unchanged due to the focused nature of this assessment. However, updated quality statement scores have been issued where relevant.

This service scored 93 (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 most respects in the 2025 National GP Patient Survey. Results showed that people could access the service when they needed it and in ways that suited them, including by telephone, in person, and through the service’s website. For example, 74% of people found it easy to get through to the practice by phone, compared with the national average of 53%. In response to feedback, the service identified that some people found the NHS App and the provider’s website difficult to use. To address this, staff worked with the PPG to provide training and support sessions to improve access.
The premises supported accessibility, with treatment rooms available on the ground floor. The practice also ran late clinics on 4 evenings each week and had increased appointment availability to support the needs of the local population. Leaders demonstrated a clear understanding of barriers to access and worked proactively with other organisations to address these. This included collaboration with local carers’ organisations, the Armed Forces Network, and community and health centres.
 

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 consistently delivered care that was inclusive, person-centred and equitable, ensuring people experienced services without discrimination. Leaders demonstrated a highly proactive and embedded approach to identifying, understanding and reducing inequalities in access, experience and outcomes across their population. The practice actively co-produced aspects of the service with patients to improve accessibility and experience. For example, staff worked collaboratively with patients to develop external green space and thoughtfully designed the reception and waiting areas, incorporating features such as an aquarium and artwork to create a calming, welcoming and sensory-inclusive environment. The practice worked in close partnership with local services, to meet the needs of underserved and vulnerable groups. This included a dedicated multidisciplinary team for care of the elderly, who undertook weekly virtual and face-to-face ward rounds in care homes. This approach led to improved continuity of care, and timely clinical interventions.
Staff demonstrated a thorough understanding of equity and routinely tailored care and support to meet individual needs, ensuring fair access and outcomes for all. Systems and processes were flexible and responsive, enabling people in vulnerable circumstances, including those experiencing homelessness, to register and access services without barriers.

The practice used robust and inclusive methods to gather, analyse and respond to feedback from all population groups, including those who did not speak English or who had limited digital access. Learning from feedback was used to drive continuous improvement, with demonstrable changes implemented as a result. For example, Staff feedback highlighted a need for support and since a wellbeing coach has been appointed.
 

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.