St Peter's 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

People could access care, treatment and support when they needed it. Leaders and staff were alert to discrimination and inequality that could disadvantage groups of people who used the service and sought ways to address any barriers.

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.

The service performed below the national average in several areas of the 2025 and 2026 National GP Patient Survey, including patients' overall experience of the practice and their experience of contacting the practice by telephone. Leaders were aware of these results and had taken steps to understand the reasons for the lower scores and identify areas for improvement.

The practice had reviewed the telephone system and appointment processes to improve patient access. Leaders monitored call demand and patient feedback and were using this information to inform service improvements. The practice also had processes in place to manage patients who did not attend (DNA) appointments, including reviewing missed appointments and following up with telephone calls and letters to maximise appointment availability. The practice recognised that improvements were needed and had developed an action plan. This included reviewing telephone capacity and call handling, promoting the use of online services where appropriate, monitoring patient demand, and continuing to gather feedback through patient surveys to evaluate the impact of changes made. Leaders told us they regularly reviewed access data and patient feedback at practice meetings to support continuous improvement.

Treatment and clinical rooms were available on the ground floor. Reasonable adjustments were recorded within patients' records. We reviewed 2 patient records that contained clear alerts identifying patients who required additional support, enabling staff to respond appropriately to their individual needs.

The practice told us it had planned to invest in a digital service to improve patient access and the delivery of care, this would support patients to access services more efficiently and help improve the management of patient requests.

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.

The practice served a diverse population, including patients living in supported accommodation, people experiencing homelessness and those moving into social housing. Staff worked closely with local organisations to support these patients and signposted them to relevant community services. Information from local community groups, including faith organisations, was available within the practice to support patients.

The practice's social prescriber worked with the Integrated Care Board (ICB) and local organisations to provide activities and support tailored to the needs of different communities and faith groups. A designated veterans' lead had identified and coded veterans on the clinical system to ensure they could access appropriate services and referrals.

Staff had completed Oliver McGowan training to improve their understanding of the needs of autistic people and people with a learning disability. The practice used patient information and care records to identify reasonable adjustments required, such as providing clear information about appointments, travel guidance, allowing telephone or video consultations, home visits, supporting carers to be involved where appropriate, and enabling patients to request appointments with a clinician of their choice where possible. This helped to ensure people could access care in a way that met their individual needs.

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.