Al-Fal Medical Group - Pikes Lane Medical Centre

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• 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.

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

This service scored 54 (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 supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Information to promote the take up of screening and immunisation programmes was available in a range of languages. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

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

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

In response to feedback from members of the community the provider had identified changes to improve access to the service. For example, they routinely provided extended appointments for people with learning disabilities or complex linguistic and communication requirements. People could access the service to suit their needs for example, online, in person and by telephone. Treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance.
Action to improve access included, reasonable adjustments as required for patients where on-line services could not be used; the service were in the process of developing a system to provide extended hours.

The GP partners and paramedic carried out home visits where required.

There were sufficient consulting and meeting rooms to meet the need of the patients, such as providing additional privacy if needed.
 

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, both to the provider as well as to CQC, 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 to address any local health inequalities.
Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes.
The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as people with no fixed abode.
We saw that 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. For example, we saw paper-based feedback forms in the surgery.
 

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. People described being given time to discuss important decisions about treatment and care.
Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.