SH Medical Clinic

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.

This is the first inspection 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 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. Our review of clinical records showed people were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care. People described instances where staff encouraged them to take charge of decisions regarding their care and treatment. For example, people gave positive feedback about the way the provider offered reassurance and thoroughly explained each step, helping them feel informed and confident about the upcoming procedure.

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. The provider understood people often desired more time to discuss their health concerns and due to the small size of the clinic, people received consistent care as they saw the same clinician each time they attended.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had access to Language line and could arrange accessible leaflet information if needed. Although there had been no needed to source these prior to our onsite visit, should a person need support with information being provided in a different language, the provider confirmed leaflets could be ordered and be made available if needed.

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. We saw the service’s complaints process and reviewed how complaints would be managed in line with the service’s policy. The provider had received 2 complaints the last 12 months and dealt with them in line with their own complaint process. Learning has also been recognised as part of the complaint process. For example, one improvement is adding follow-up calls to individuals directly into the daily work log instead of simply noting them in a separate notebook.

The service made sure people could access the care, support and treatment they needed when they needed it. For example, a reasonable adjustment was made for people with physical needs, specifically extending appointment times to allow for a more comfortable and relaxed experience. The service was also able to modify its premises to accommodate those with mobility issues, for example, the treatment room was available on the ground floor.

Staff and leaders 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. Feedback provided by people using the service was positive. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The provider was able to learn from feedback and reflect on this as part of their service provided. For example patients had requested a sign was placed up on the doors when treatment was in progress particularly near the reception area.

Due to the nature of the service, people typically used the service for a one-off appointment or for discrete periods of time. However, the provider confirmed people were still provided with information about what to do if they required support post-appointment and any other future options.