Harlow Road 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 the practice 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 75 (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 National Patient Survey indicated that most patients were able to access care, support and treatment in a timely manner. Overall, 71% of respondents reported the practice was easy to contact by telephone, significantly higher than both the local average (51%) and the national average (53%). Additionally, 83% rated reception staff as very or fairly helpful, in line with the national average and above the local average.

However, only 41% of respondents reported that it was easy to contact the practice via the website, which is below both the national average (51%) and the local average (47%). The practice manager explained they had recently updated their website to ensure online booking was available during working hours.

People could access the service by telephone, in person, or via the multilingual website. All 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 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 provider had systems to continually review appointment availability (face-to-face, telephone, and online), and interpreter services, to ensure all patient groups could access care.

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

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.