Stanmore Medical Group

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’s care, treatment and support promoted equality, removed barriers or delays and protects their rights. Leaders and staff proactively sought ways to address barriers to improve people’s experience, acted on information about people's experiences and outcomes and allocated resources and opportunities to achieve equity. The practice complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

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.

Friends and family testing was sent out weekly at the practice and leaders told us they were implementing a new process of gaining patient feedback after each contact with the practice. This was still in process at the time of our inspection and the practice was enthusiastic of being able to collate data on a more frequent basis. Staff told us the implementation of the Quality Improvement Committee was receiving positive feedback also.

The practice completed a monthly unplanned care audit and during May 2024, there had been 731 patients who had responded on where they would seek help from if an appointment was unavailable at the practice. The highest response of this audit showed 35% of patients would wait to speak to the practice to arrange another appointment on another day. Each year the National GP Patient Survey was completed at the practice and the most recent 2024 data showed only 29% of patients found it easy to access the practice on the telephone. Due to telephone audits showing capacity, the provider undertook their own deep dive audit into the reasons patients found access difficult and the results showed the online appointment system for booking appointments was the negative reason for such a low response rate. The provider had recognised since the implementation of this online system had reduced telephone waits by 60% and this had supported patients who were unable to use the online system to call the practice. The provider had also received feedback of long wait times and had implemented a call back function. The most recent audit for January 2024 showed 56% of patients found access easier at the practice and were satisfied with the telephone access. All other data collated from the National GP Patient Survey showed no statistical variation from the previous year.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.