Total Access Medical Diagnosis

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

People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People were involved in their care and understood options available to them.

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 that when patients chose their own treatment, this was reviewed by clinicians to make sure it was clinically appropriate; if not, the patient was contacted to explain the reason why.

Patients were prompted to share additional information with the clinical team to support the decision making by the clinical team. This included, for example any dietary requirements, religious obligations, work obligations and ingredients to avoid.

Total Access Medical Diagnosis had tailored its services to meet the diverse needs of its community. They delivered and co-ordinated services which considered the needs and preferences of different people.

The service researched online social media platforms to understand emerging health concerns and the diverse health and care needs of people. Through this, they identified a growing need for Hormone Replacement Therapy (HRT) and a clearer understanding of women’s sexual health, employing a GP with an interest in this area and developing detailed treatment protocols.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. They used an online translation service and presented information in various formats such as podcasts and information leaflets to disseminate health advice.

After the inspection, the provider submitted additional evidence of how they support patients in leading healthier lives. This included a video podcast series covering common health topics, promoting self-care, and encouraging early recognition of when to seek medical advice to help reduce long-term healthcare needs.

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 decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the provider’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

We saw evidence of feedback surveys that had been completed by patients prescribed weight loss medication. These considered the service itself as well as dietician support. We also saw analysis of surveys that had been completed by patients who had received medicines for a dental infection.

The service 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 are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including menopause.