White Lodge Medical Practice

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We looked for evidence that staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.

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

This service scored 71 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Feedback from people using the service was positive. People felt involved in any assessment of their needs and felt confident that staff understood their individual and cultural needs. Reception staff used digital flags within the care record system to highlight any specific individual needs, such as the requirement for longer appointments or for a translator to be present. Staff checked people’s heath, care and wellbeing during reviews. Care plans and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) records were completed and reviewed regularly. The provider had effective systems to identify people with previously undiagnosed conditions. Staff could refer people with social needs, such as those experiencing social isolation or housing difficulties, to local external organisations to provide further support.

The service planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Systems were in place to ensure staff had received training in the latest guidance and legislation through regular staff training sessions. The clinical records that we reviewed demonstrated care was provided in line with current guidance. Data quality on the clinical system used by the practice was regularly checked.

The service worked well across teams and services to support people. The staff had access to the information needed to appropriately assess, plan and deliver people’s care, treatment and support. The service worked with other services and healthcare partners to ensure continuity of care, including where clinical tasks were delegated to other services. All relevant teams and staff were given access to information and guidance as they were made available.

The service supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support. Practice staff refer patients for smoking cessation. The practice works with social prescribers who are very responsive to the needs of the patients.

The service routinely invited patients for childhood immunisations but the uptake remained below the national average. The practice uptake for the cervical screening programme was slightly below the national average. The leaders explained there was an increasingly diverse population with significant cultural and language barriers, with many families travelling overseas for extended periods during the vaccination and screening windows. They have also experienced significant hostility to vaccines since the Covid-19 pandemic. In order to address this the practice has employed a dedicated recall coordinator to follow up with patients and book appointments. A recall dashboard had been developed in order to track when appointments were outstanding. The service also provided extended immunisation clinics and catch-up appointments with video translations being made available for the consultations when needed. The practice worked in partnership with the health visitor team to promote services and to also provide education. The practice stated that some improvement in uptake has been seen and they were still working hard to reach existing patients. The practice provided that shows improvement in uptake since the published data. The data provided shows that cervical screening uptake was higher than the national average. This data has not been verified by the CQC.

The service told people about their rights around consent and respected these when delivering person-centred care and treatment. Saff understood and applied legislation relating to consent. Capacity and consent sere clearly recorded. Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were appropriate and were made in line with relevant legislation.