The Ridgeway Surgery

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 updated 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. Our review of clinical records showed patients were supported to understand their condition. Patients told us they felt involved in the 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 in partnership with other services to meet the needs of its patient population. They adjusted the delivery of its services to meet the needs of people. For example, they provided early morning appointments with a phlebotomist for patients who required an earlier appointment.

The practice supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information provided by the practice met the Accessible Information Standard. The practice website included accessible online tools such as translation. The practice had access to interpreter services and information about the need to book for an interpreter was recorded on patients records. Patients were informed as to how to access their care 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. We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback.

The practice made sure that people could access the care, support and treatment they needed when they needed it. Patients could access the services to suit their needs. Forexample online, in person and by telephone. This was reflected in the feedback we received off patients and the NHS GP Patient Survey data. Appointments were available face to face, by telephone, or as a home visit. Same day appointments were available, and patients could also book routine appointments in advance. Patients told us they could access appointments in a timely manner. Leaders regularly monitored calls including waiting times and identified changes to improve access to appointments. For example, if they received a higher volume of calls than normal, they increased the number of staff answering the phones. The Patient Participation Group (PPG) completed an audit on the website and found the website to be accessible. Patients told us they received prompt responses when using the online forms to book an appointment or ask queries.

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. Staff treated people equally and without discrimination. The practice 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 service, including those who did not have access to the internet.

Patients 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. Staff regularly attended multidisciplinary (MDT) meetings where they discussed patients who received end-of-life care.