Health First Surrey

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 people were always at the centre of how care was planned and delivered. We checked that the health and care needs of people were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

At our last assessment we rated this key question as requires improvement. At this assessment the rating has changed to good.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

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.

The service had a range of needle sizes available to support patients with smaller or more difficult veins, reducing discomfort and the risk of failed venepuncture. The service also used hypoallergenic, non‑cohesive dressings for patients with delicate or sensitive skin.

We observed supportive adjustments made for patients who were anxious or fearful of needles. For example, we observed the manager take time to reassure a patient with needle phobia and explained the procedure in advance. They encouraged the patient to look away and offered support such as water, elevating their feet, and allowing them to recline. The manager also provided a dextrose tablet as a precautionary measure, as the patient reported they had not eaten that morning and felt lightheaded. The patient was encouraged to remain in the room for as long as needed following the procedure.

The service captured details of additional support patients may need at the point of booking and highlighted these on appointment details. Staff routinely asked new patients if they were prone to fainting so that appropriate mitigating actions could be taken in advance. The service demonstrated inclusive practice by obtaining information about preferred pronouns for patients from third‑party booking providers.

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.

Since the last inspection, the manager had completed mandatory training in equality, diversity and inclusion, as well as learning disability and autism awareness. Staff told us that patients who require reasonable adjustments were flagged on the booking system, and additional time allocated depending on individual needs.

Patients seen by Health First Surrey paid for their own care and were usually referred or directed by other services or healthcare professionals. The manager offered patients the option to use a private GP service, which operated from a room within the service to discuss their blood test results and any ongoing care.

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

Since the last inspection the service’s website had been updated and included information on the types of blood tests available, as well as details about other services on site, including private GP and health screening appointments. The information clearly identified which services were provided by the phlebotomy service and which were delivered by other providers renting rooms within the premises. It also included details of the providers’ qualifications. However, information was not available on the website in alternative formats or different languages. The manager told us they had not needed to provide written information in different language formats. If required they would use a translation service on the internet.

The service had an up-to-date Accessible Information Standard policy that outlined its responsibilities for meeting the required standards.

The service had systems to protect patient privacy and confidentiality. All information on blood sample request forms and information sheets were barcoded, which reduced the amount of identifiable patient information visible during handling and transport of samples.

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

The service encouraged patients to provide feedback, share ideas, and raise concerns about their care, treatment and support. Patients had opportunities to give feedback during their appointments, and the manager also reviewed online feedback to identify areas for improvement. Feedback was consistently positive, with patients describing the service as professional, friendly and helpful.

The service had a complaints policy available on its website, which outlined a clear process for managing complaints, including local resolution and access to independent external review if needed.

The manager told us they had not received any complaints about the service.

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

The service’s website had been updated since our last inspection and clearly displayed information about stair‑only access, and staff reminded patients at the point of booking, enabling them to make an informed decision about attending.

The manager informed us that translation or interpretation services were not used during consultations, and blood tests were not provided to patients who did not speak English, as they were concerned about obtaining informed consent.

The clinic was located in the centre of a small town, with good access to local amenities. Patients benefited from access to public transport links, including major road networks. The clinic had allocated parking spaces located behind the building.

Patients were able to book private appointments through third‑party providers, for example for blood tests to support thyroid reviews. The manager was paid directly by the third‑party organisation, and there were clear arrangements to support this model of care.

The service coordinated effectively with external partners. The day before clinic sessions, staff contacted a courier service to arrange collection of blood samples for transport to a laboratory in London. Patients received their results via an online portal, and with the patient’s consent, results could also be shared with their GP. This supported continuity of care and information sharing.

The service organised clinic opening times to reflect the needs of patients attending for fasting blood tests. The service operated between 8am and 3pm or 9am and 3pm, with occasional Saturday clinics available where bookings were scheduled in advance. Out‑of‑hours appointments could be arranged if required.

The manager told us the clinic closed during periods of illness or annual leave, which amounted to approximately four weeks per year. Where patients required regular blood tests, the service gave them advance notice of planned closures to enable them to make alternative arrangements.

Staff 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.

The manager had completed equality, diversity and inclusion training, and the service had a supporting policy in place.

Staff told us the manager promoted an open and inclusive culture where patients felt able to share their views. The manager encouraged staff to share feedback through weekly catch-up sessions. The service encouraged patients to provide feedback through online reviews.

Staff used information gathered through pre-assessment questions and feedback to identify patients who may be at risk of inequality in their experience or outcomes. They used this information to adjust care and support to meet individual needs. For example, staff supported patients who had limited availability due to work commitments by offering flexible appointment times, including weekend appointments, to ensure equitable access to the service.

Feedback from patients using the service was consistently positive, with patients describing good experiences of care.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

The service was expanding into preventative blood testing services in response to patient demand and a growing focus on early identification and monitoring of health conditions.

The service regularly reviewed laboratory turnaround times to ensure patients received results in a timely way. To improve responsiveness and reliability, the service had introduced a dedicated courier service. This helped reduce delays and improved the overall patient experience.