Haiderian 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 outstanding. At this assessment, the rating remains the same.

This service scored 100 (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 above both local and national averages in the results of the 2025 National GP Patient Survey. For example, 81% of patient said they had a good overall experience of contacting the practice, 84% stated it was easy to contact the practice on the phone, 74% stated it was easy to use the website, and 93% found the reception and administrative team helpful.

People could access the service by telephone, in person, or via the multilingual website. Treatment rooms were located on the ground floor with appropriate mobility access. The reception staff acted as care navigators and directed patients to the most appropriate service. They had completed care navigation training, followed guidance and consulted with the GP when navigating. Patients were seen in priority of risk to prevent admission to secondary care. Patients had access to an enhanced access service from 6.30 pm to 10 pm weekdays and all day at weekends.

The leaders had monitored patient access to appointments to identify any risks and improvements. The improvements made from April 2025 to April 2026 were the time between booking an appointment and being seen had reduced from 12.5 to 9.7 days. The average time spent in the waiting room had decreased by approximately 10 minutes.

To improve patient experience and continuity of care, where patients could not see their named GP, they were offered an appointment with the trainee supervised by that GP, to ensure continuity within a consistent clinical team with shared knowledge and supervision.

Examples of improving access for specific patient groups were:

• The leaders had targeted high‑risk patients since 2023, the practice had reviewed patients who frequently attended the GP, out‑of‑hours, and AE to address unmet need and poor outcomes. They reviewed the patients at a multidisciplinary meeting (GPs, nurses, pharmacists, and social prescribers) to tailor interventions to meet their needs and provide better outcomes. Patients were referred to appropriate support services, such as proactive care for frail older adults and carers, falls services, and social prescribing. The high‑intensity user review model developed by the practice was shared across Havering Primary Care Networks. Over the last 12 months this had implemented approximately 600 patient interventions across 19 practices.
• The practice delivered an annual dementia and care day for almost a decade. This initiative offered dementia reviews alongside integrated support from carers’ organisations, social prescribing services, and community partners. By combining dementia care with dedicated support for carers, the practice strengthened a whole family approach to care.[IJ1]
• The practice used a continuity and risk model, to identify high risk patients, and flagged them in the computer software system to enable staff to identify and prioritise them for care. This included patients with frailty, severe mental illness, and receiving palliative care.
• The leaders established a targeted “Vulnerable Voices” PPG to engage underrepresented groups such as patients with a learning disability, severe mental health conditions, dementia, housebound patients, and carers who were asked to complete a survey to understand the challenges they experienced when accessing the practice. The practice sent out 354 surveys and had an 11% response. The feedback from the surveys from 96 carers was positive, and they stated the challenges were access to appointments and continuity of care.In response the practice sent carers invitations to physical health checks to 52 carers and to improve access ensured they were easily identified by staff on the computer system.
• The practice worked within Havering Liberty Primary care Network (PCN) to deliver integrated, proactive, and equitable care for patients, particularly those at greatest risk of health inequalities, frailty, and complex needs. The practice contributed to the PCN Aligned Community Team (PACT), This was a multidisciplinary service supporting patients with frailty, multiple long-term conditions, and complex care needs, through collaboration with other health care professionals. Since commencement in 2024, approximately 120 interventions have taken place.
• A GP registrar had developed simplified medication infographics to improve understanding for patients with learning disabilities. This was further developed into a wider set of accessible resources, which were shared with carers for feedback and ongoing refinement.
• The staff had written an illustrated children’s book (“Crimble”) to help families understand and feel more comfortable with 3-year-old immunisations.

To enable vulnerable adults to access the practice, all staff had completed Oliver McGowan training part one. This covered understanding learning disabilities and autism, effective communication strategies, promoting independence, person-centred care, and addressing specific needs and challenges.
 

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment.

Leaders focused on harder-to-reach populations groups. They used a population and engagement model, and implemented targeted, data-driven interventions for smaller groups less likely to engage with traditional services, supported by a structured programme of tailored patient engagement initiatives. This approach aimed to close gaps in care, improve access, and reduce health inequalities. Priority areas included mental health, dementia, housebound patients, learning disabilities, carers, high-intensity users, women’s and men’s health, and chronic obstructive pulmonary disease (COPD).

Examples of the interventions were: -

• An annual multi-agency dementia event, combining GP reviews with on-site support from Alzheimer’s Society, PCN social prescribers, and Havering Carers Hub. The event was attended by 20 patients plus their family and carers. The outcomes were all the attendees rated the event as highly useful, reported improved confidence in managing their health, found support services helpful and accessible and the majority reported feeling more supported in their care.
• A menopause education event was held which included information regarding breast awareness, nutrition and hormone replacement therapy replacement. Thirty-two patients attended across 2 sessions. Patient feedback demonstrated all participants found the workshop helpful and felt more empowered and knowledgeable.
• The leaders had identified low engagement among men aged 45 to 60 years who were at a higher risk or unmet mental health needs. In response a virtual webinar was held which provided education regarding mental health, the feedback from the participants was they had increased their awareness and confidence in seeking support and there was improved uptake of appointments.
• To identify carers who were in need of support, the practice had carried out a project to identify carers, offer support and create a live carer register. The project had identified 196 carers, 64 were referred to a social prescriber and 52 were offered health checks.
• An event was held for carers of people living with a learning disability, to improve access awareness and provide support for patients and carers through collaborative, multidisciplinary approach. Eleven out of 27 patient carers attended. All participants reported feeling more empowered in knowing how to access support and resources and felt the practice was supportive towards patients with learning disabilities. Following the success of the event the leaders were considering carryout out annual events.
• An educational workshop for patients with chronic obstructive airways disease (COPD), to improve self-management and reduce risk of exacerbation. This was attended by 26 patients. Feedback from the majority patients was it improved confidence in recognising deterioration and appropriate use of rescue packs.
• The practice had carried out a GP led sexual health education session, in a local secondary school which focused on sexual transmitted disease and contraception, which was attended by 210, year 8 pupils. This was to help promoted an early understanding and preventative behaviours and reduced stigma around accessing support.
• The practice co-developed a spring gardening initiative with patients and staff to promote physical activity, social connection, and wellbeing. People were involved in design discussions around therapeutic plants and choosing/viewing the space The garden was led by the PPG members, who were assisted by 7 volunteers.
• The practice had invited patients to contribute artwork to in the waiting room, to create a more welcoming and personalised environment. This included a piece from a patient using art to process bereavement, fostering connection and emotional wellbeing within the practice.
• The practice introduced chair-based yoga sessions at the practice, to support movement and wellbeing, particularly for elderly patients and those with long-term conditions.
• The practice was a veteran friendly accredited practice, that proactively identified and supported veterans, ensuring equitable access to appropriate healthcare and support services.
• The practice nominated as a safer surgery for people seeking asylum or homeless.
• The lead GP had contributed to national discussions on domestic abuse through publication in the British Medical Journal, collaboration with the Practitioner Health Programme, presentations to NHS England and safeguarding forums, and participation in regional safeguarding panels. An ITV documentary discussing these issues had also been nominated for a Television Society Award. The work has focused on prevention of violence across the life course, early identification, trauma-informed care, and the importance of joined-up multi-agency responses.

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.