Blossom Health Gosport

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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 practice met people’s needs, and that staff treated people equally and without discrimination.

We found leaders used people’s feedback and other evidence to actively seek to improve access for people. The practice was designed to be accessible and timely for people who were most likely to have difficulty accessing care. The practice prioritised and allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

This is the first inspection for this practice 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 practice 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 practice 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 practice worked with other services to meet the needs of its patient population. The practice adjusted its services to suit the diverse needs of the community. For example, building relationships with community groups to promote the take up of screening programmes. We were told staff members regularly took part in community engagement meetings and events and fed back to the rest of the team to encourage new initiatives for their patients.

The practice 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 practice met the Accessible Information Standard. Individual communication needs were noted on the patient’s record. Staff told us they supported patients with using online services. Staff completed training on data protection to ensure information collected and shared by staff met data protection legislation requirements.

The practice website contained accessible information. For example, opening times, patient registration, clinics and services, complaints, and prescription ordering. Reasonable adjustments were made at the practice to support communication, including the use of interpreters. Leaflets were available in the reception area and posters were displayed to provide patients with information on the practice and the different services available to them. Patients were also provided with information on how to access their medical records.

The practice 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.

There was a complaints process in place, which included a designated complaints lead and a policy. Information on how to make a complaint was available on the practice's website. We reviewed a number of complaints and found they were actioned in line with their policy. Where appropriate, patients were provided with an apology and signposted to the Parliamentary and Health Service Ombudsman. The practice conducted an annual review of complaints which looked at themes, learning points, changes made and other planned actions.

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

Staff and leaders actively listened to information about people who
were most likely to experience inequality in experience or outcomes and adjusted their care, support and treatment in response to this.

Patient appointments were available either online, face to face, via telephone, or as a home visit. Patients could book appointments by telephone, online, walking-in and could also submit medical or administrative requests online via the practice website. Routine appointments could be booked up to 2 weeks in advance and same-day appointments were available each morning. Staff confirmed both emergency and routine appointments were available during the week. The practice offered appointments with a variety of clinical staff, for example GPs, health care assistants, pharmacists and practice nurses.

The practice offered people, who were cared for at home and could not access the practice, a routine, proactive home visit review with a GP. These individuals also had support from advanced care practitioners via the primary care network. There were arrangements in place for prioritising people based on need, including those receiving palliative care.

Staff had completed care navigation training, and the practice had designed and implemented a triage process for staff to follow. This included what conditions or symptoms were considered an urgent priority and how to respond accordingly.

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.

Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including in the voluntary sector, to address any local health inequalities. For example, the practice worked with Gosport Volunteer Action to share health education information, including self-help. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, the practice proactively worked with community groups to promote awareness of the range of services offered.

The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. Staff used appropriate systems to capture and review feedback from people using the practice, including those who did not speak English or have access to the internet.

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.

Our records review showed people were supported to consider their wishes for their end-of-life care, including do not attempt cardiopulmonary resuscitation (DNACPR). This information was shared with other services when necessary. We identified improvements were required to improve how DNACPR forms were implemented. We raised this with the practice at the time of assessment who looked at ways to improve.