New Barn Close 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 service met people’s needs, and staff treated people equally and without discrimination.

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

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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. Staff ensured people’s physical, mental, emotional, and social needs including those related to protected characteristics under the Equality Act were reflected in the patient records.

Leaders and staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The practice worked in partnership with other services to meet the needs of its patient population. There were established mechanisms for engaging with the community healthcare provider.

Leaders and staff supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard (a legal requirement to ensures individuals with disabilities or sensory loss receive information in a way they can understand and receive necessary communication support).

Leaders made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. 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.

Leaders made sure people could access the care, support and treatment they needed when they needed it. The provider had developed its own triage system and trained reception staff through the national General Practice Improvement Programme. This meant people could receive the right type of appointment when they needed it. People were offered a range of appointments including face to face and telephone. The patient participation group (PPG) had identified the phone line did not allow enough people to select the call back option. Leaders changed this so fewer people waited on hold for their call to be answered. The building was fully accessible with treatment rooms on the ground floor. Of the patients who responded to the National GP Patient Survey, 95% found the reception and administrative team at the practice helpful. People told us they liked being able to see the same healthcare professional for follow ups and felt they had built positive relationships with the staff providing their treatments.

Staff and leaders actively listened to information about people who were 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 was positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people. Staff 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.

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. Records showed people were supported to consider their wishes for their end-of-life care. This information was shared with other services when necessary. This included multidisciplinary meetings with the local hospice and the local nursing home to discuss people who were receiving palliative care.