Old Road Medical Practice

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 staff treated people equally and without discrimination.

At our last assessment, we rated this key question as Good. At this assessment, the rating has remained the same.

This service scored 57 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We found not all patients had received the required monitoring when we reviewed their records. However, staff at the practice told us they put people at the centre of their care and treatment and worked in partnership with them. Patients' clinical records we reviewed had flags to reflect the physical, mental, emotional, and social needs of people. Staff at the practice told us they supported people to understand their condition and involved them in planning their treatment and decisions about their care.

Leaders and staff were not able to assure us they fully understood the diverse health and care needs of people and their local communities. We were not assured the practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes or a practice patient participation group (PPG) to understand the views and opinions of their patients. The care homes we spoke with told us that the practice worked with them to meet the needs of their residents.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The lack of an active PPG at the practice meant they did not have easy access to their patients' feedback or ideas. The practice did not make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. For example, there was inaccurate contact details on the website and on leaflets found at the practice. We saw complaints were managed in line with the practice policy. However, learning from complaints was not seen, and staff were not able to identify any changes made as a result of patient feedback, including complaints. There was information, signage and posters for people registered at the practice to understand the national priorities and initiatives to improve population health, including stopping smoking and tackling obesity. The practice staff told us they could access interpreter services, and there was information for patients explaining the languages that staff at the practice could speak and interpret. We found minimal information for patients about how to access their care records on the practice website.

GP patient survey (GPPS) data demonstrated a negative variation regarding this, meaning not all people could access the practice when needed. We found no evidence that the practice had carried out any work in response to these negative indicators to improve access to the practice. Treatment rooms were available on the ground floor making them accessible. However, the people we spoke with told us they could access the care, support and treatment they needed when they needed.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. Capacity and consent were recorded on the patients' computer record. Do not attempt cardiopulmonary resuscitation (DNACPR) decisions were recorded, and care home staff we spoke with felt they were appropriate and in line with relevant legislation. The staff at the practice told us they supported people to manage their health and wellbeing to maximise their independence, choice and control. We saw plenty of signage, posters and leaflets to support people offering them advice about how to live healthier lives. The staff we spoke with told us they identified risks to patients’ health, including those in the last 12 months of their lives. However, during the remote searches we found not all people at risk of developing a long-term condition were identified. We saw information available to identify and support those with caring responsibilities. There was information, signage and posters for people registered at the practice to understand the national priorities and initiatives to improve population health, including stopping smoking and tackling obesity.