Wylie Health Ltd

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 assessed all quality statements in the responsive key question. The provider was responsive to people’s needs.

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.

Care plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

The service understood the diverse health and care needs of people and their local communities.

We saw the practice worked in partnership with other services to meet the needs of its patient population.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was available in a range of languages. The practice had access to interpreter services, including Braille. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

Fees were prominently listed and included all information including any follow up or tests costs so that patients could make an informed choice. The provider offered a subscription service at differing levels which some patients found to be of benefit as it included regular appointments and tests.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

We saw a complaint process was in place and there had been 1 complaint in the last year that had been managed appropriately. The provider ensured the patient understood how to escalate the matter should the patient not be satisfied with the response.

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

The service is located on the first floor of a building accessed by steps so is not accessible to people with reduced mobility. However, the provider had an agreement with the ground floor service to use a clinical room where people could not climb stairs. People were made aware of access to the premises during the initial telephone triage and were asked about any difficulties they may face.

The building had a ramp available leading from the rear car park into the ground floor of the building.

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. Staff understood the importance of providing an inclusive approach to care and treatment.

Patients were encouraged to submit feedback either in written form or verbally about equity. The provider had leaflets and information available in different languages as well as signs and price list in Braille.

People were supported to choose appropriate treatments.

They were advised about future planning for their health and wellbeing. Care plans detailed what the patient wanted for future appointments including realistic outcomes.