Heart Networks UK Limited - Christie Way

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

Rating: Good

We looked for evidence that the service met patients' needs, and that staff treated patients 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 patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in patient’s needs.

The service understood the diverse health and care needs of patients 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 to meet the needs of its patient population. The service had tailored its service to meet the diverse needs of its community, for example offering home visits to patients who were unable to visit the service, or making alternative arrangement to collect equipment loaned out to patients, where they are unable to return to the clinic.

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 provided by the service met the Accessible Information Standard.

The service made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. They involved patients in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the service’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints. Recent patient survey data showed high levels of satisfaction.

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

Treatment rooms were all on the ground floor with level access and an automatic door fitted to the entrance. Patients were able to access the service to suit their need with flexible appointment times being offered.

Staff and leaders actively listened to information about patients 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 patients using the service, both to the provider as well as to CQC, was positive. Staff treated patients equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patient’s experience and outcomes. Staff used appropriate systems to capture and review feedback from patients using the service.

Heart Networks UK Limited - Christie Way is an independent health service. They are a GP Specialist led community-based cardiology out-patient service. This quality statement not relevant for this service.