PH Medics Limited

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 the provider treated people equally and without discrimination.

This is the first inspection for this service since its registration with CQC. This key question has been rated as Good.

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.

Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

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 service worked in partnership with other services, including secondary services and NHS GPs to meet the needs of its patient population. The service had tailored its services to meet the diverse needs of its community.

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

The service had access to interpreter services, including British Sign Language. Information leaflets were available in multiple languages. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

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. The service had not received any complaints, however systems were in place to manage complaints, including referring on to appropriate professional bodies if necessary. A text messaging service was used for patients to respond with any feedback following their appointment.

The service made sure that people could access the care, support and treatment they needed when they needed it.

The service was open between 1pm and 7pm on weekdays and between 9am and 5.30pm on a Saturday. During this time appointments were available with the provider. The service had extended appointments for people with a learning disability. People could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were available on the ground floor and there was an automatic door fitted to the entrance.

The provider actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. The provider treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience. Patients were predominantly from the local Turkish community. However, services were open to all. The provider ensured that appointments were at convenient times and that appropriate translation services were used. Information leaflets were available in a number of languages including Turkish to ensure patients understood their care and treatment. The provider understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The provider used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet. This included a newly implemented system of sending text messages requesting feedback following a consultation.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider did not provide end of their life care but referred patients back to their NHS GP when appropriate.