Bevan Medical Group 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 that the service met people’s needs, and that 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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The practice demonstrated a person‑centred approach through its social prescribing service, which provided personalised assessments and helped people access community support, resulting in meaningful improvements in wellbeing for many.

Carers’ needs were also identified and supported. Over 50 carers were referred to Durham County Carers Support for respite vouchers, training and specialist guidance. In complex cases where carers faced emotional strain or financial hardship, they were added to the social prescriber’s caseload and referred for debt advice and carer‑specific wellbeing support.

The practice further demonstrated personalised support through participation in the Department for Work and Pensions Patient Advice Service. Between April 2025 and February 2026, 59 patients were provided with tailored employment‑related advice. People received guidance on reasonable adjustments, confidence building and job‑seeking skills, with reported outcomes including returning to work with adjustments, securing new roles and young people achieving their first employment or apprenticeships.

The practice also contributed to personalised care for people with severe frailty. Through the PCN frailty service, patients received holistic Comprehensive Geriatric Assessments, delivered via home visits or remote reviews by a multidisciplinary team, ensuring care was aligned with what mattered to each person.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups.

The practice worked collaboratively with the PCN frailty service to deliver Comprehensive Geriatric Assessments for people identified as severely frail. These assessments were coordinated through multidisciplinary working involving GPs, therapists, pharmacists and social prescribers.

The practice also worked closely with community nursing teams, palliative care services and the community‑based diabetes service to maintain continuity for people with complex or long‑term conditions. Quarterly multidisciplinary discussions with the hospital Diabetes Specialist Nurse supported consistent care planning.

A coordinated approach was also evident through social prescribing, where people with multiple needs were supported to navigate services and maintain continuity across health, social care and community pathways. Staff had access to shared information systems that enabled appropriate referrals, timely follow‑up and joined‑up decision making.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The practice identified, recorded, and met patients’ communication requirementsin line with the Accessible Information Standards. Communication needs were routinely flagged within patient recordsand highlighted through alertsin the clinical system, enabling staff to respond appropriately and deliver personalised care.

The practice arranged language interpretation servicesfor patients whose first language was not English.

Information was shared through multiple communication channels, including social media and the practice website.

Results from the 2025 National GP Patient Survey (GPPS) showed that 93% of respondents said they knew what the next steps would be after contacting the practice, which was higher than the national average of 83%.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback. For example, a concern about wound care was reviewed and discussed within the nursing team. As a result, the practice introduced written care plans for any patients choosing to self‑manage wounds at home. The review also prompted a refresher for nursing staff on clear documentation, full completion of wound‑care templates, and the use of photographs where patients consented.

The service made sure people could access the care, support and treatment they needed when they needed it. Patients were able to contact the practice in a range of ways, including online, by telephone and in person, and extended access appointments were available for those requiring flexibility outside of core hours.

Results from the 2025 National GP Patient Survey (GPPS) showed access was better than the national averages. A total of 81% of respondents said they found it easy to contact the practice by phone, compared to the national average of 53%. In addition, 54% said they found it easy to us online services, compared with 51% nationally.

The service took steps to remove barriers to care. All sites had wheelchair‑accessible entrances, treatment rooms were available on the ground floor and toilets included emergency pull cords. Hearing loops were installed to support people with hearing loss. However, the Station Road branch did not have automatic doors or a doorbell, which may create difficulties for some disabled patients, and opening hours and out‑of‑hours information were not clearly displayed at the time of our visit.

Staff supported people with additional needs. Patients with autism or sensory sensitivities could request a quiet space, and a private area was available for confidential discussions. Staff had completed care navigation training to help direct people to the most appropriate clinician or service. During the assessment it was noted that there was no visible signage informing patients about interpreter services.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored support accordingly.

Leaders told us the practice operated a flexible registration process for individuals facing barriers to healthcare, including those with no fixed address, asylum seekers and Travellers, by accepting alternative identification, waiving administrative requirements and helping people complete registration forms.

Social prescribing case summaries showed personalised support for people experiencing homelessness, domestic abuse, addiction, trauma, financial hardship or social isolation. People were supported to access housing teams, welfare and debt advice, domestic abuse services, veterans’ organisations and community wellbeing groups, helping to reduce the risk of poorer health outcomes. The practice also helped people overcome digital and financial inequalities by providing access to phones, SIM cards, tablets and connectivity support through local partner organisations.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.