Uni-City Medical Centre

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 Requires improvement. At this assessment, the rating has changed to Good. Information had become more accessible to people, and complaints were handled according to policy.

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 now supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service provided accurate, timely information tailored to individual needs. Since the last inspection, accessible formats had improved, such as access to easy read posters about cervical screening and multilingual breast screening leaflets. People could select their preferred language via QR codes in waiting rooms. The service also sent text messages for example after births, allowing people to choose language support for appointments.

The service now 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. The service had improved its complaints management. Complaints were now 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 people’s feedback, including complaints. People’s feedback was discussed at clinical meetings and staff meetings. Management made sure all staff were aware of complaints as well as compliments submitted.