West Wing Doctors

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

This is the first assessment 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 provider made sure patients were at the centre of their care and treatment choices and they decided, in partnership with them, how to respond to their needs. They did this by having discussions and by providing patients with the support they needed to understand, for example by offering support with any communication needs.

Patient feedback we received showed that patients felt they had the time to fully discuss their individual concerns and symptoms prior to receiving care and treatment.

There was an integrated approach to patient care. The provider ensured patients received appropriate support and follow-up reviews after initial treatment. Where appropriate, letters were sent to the patient’s NHS GP following an appointment, and these included in depth information on consultations and test results. Where referrals were made to external services, these were monitored appropriately.

We saw that care provided was flexible and supported choice. For example, we were told that appointment dates and times were flexible if there was capacity and availability.

Feedback we received from patients demonstrated that during consultations they were provided with clear and comprehensive information to help them understand their symptoms and test results, and that this allowed them to make informed decisions about their ongoing care and treatment.

The provider told us that patients were advised of the full cost of consultations and proposed treatments, prior to an appointment.

There was a complaints policy in place, however the provider told us that they had never received a formal complaint. Staff we spoke with understood the complaints process and how to assist patients with any concerns they may have. The service website also contained information on the complaints process.

Patient feedback demonstrated that the provider listened attentively, provided sufficient time to fully discuss concerns, and that patients felt well informed to make decisions about their care and treatment.

The provider gathered feedback from patients when required for appraisal and revalidation processes, as well as informally through direct verbal feedback. There had not been any patient surveys carried out.

As an independent health service, the provider had control over the numbers of patients who were able to access the service. Feedback we received from patients indicated that appointments were readily accessible.

The service was open Monday to Friday, from 9am to 5pm. Most consultations were face to face, although there were occasional telephone appointments and home visits, where necessary.

The service was based in a building which housed other services such as physiotherapy and mental health services. The service was situated on the ground floor and was wheelchair accessible. There was a large car park with disabled parking bays.

The provider regularly carried out pro bono work and told us they were committed to ensuring that financial constraints were not a barrier to accessing care and support.

The provider treated patients without discrimination. The provider understood the importance of providing an inclusive approach to care and made reasonable adjustments to support equity in people’s experiences and outcomes. For example, home visits were carried out for patients with mobility issues, and there was access to multilingual staff and an interpretation service, to support effective communication with all patients.

Staff received equality and diversity training and learning disability and autism training.

This quality statement is not relevant for this service and has not been assessed.