Parkway

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.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good. The service ensured that care provided was person-centred and met their health care needs.

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.

People who use the service told us their needs and preferences were taken into account and staff supported them to make decisions about their care and treatment. Staff ensured care was person-centred and focused on their needs.

Staff discussed treatment options with service users as part of their pre-operative assessment to enable them to choose what surgical treatment would be best for them. Staff provided information forms to service users about the timing of their procedures and advised on any need for continuing treatment whilst waiting for these. Staff provided individualised treatment and care plans, and signposted to any other required support as part of service users’ aftercare, such as community nursing services where this was needed.

People we spoke with said their care and treatment was well coordinated and they had a choice of appointment times for consultation. Staff prepared for service users’ surgery in advance and ensured sufficient resources were available. Staff rotas were planned to accommodate and reflect different needs. Staff used different systems for ordering and recording the consumables and stock items that were needed for surgery, to ensure these were always available.

Service users we spoke with said they had follow-up contact calls from the clinic to ensure their progress was satisfactory.

Service users we spoke with said staff provided them with the necessary information about their care and treatment and were able to answer any questions they had. Staff ensured that service users could obtain information on treatments and local services. Information leaflets were available in the service about different treatments and conditions. Information about services and treatments was also available on the service website.

Staff followed information governance principles and service policy to ensure confidentiality of records. We saw that staff were discreet in public areas when communicating with service users, to ensure their confidentiality was protected.

Service users we spoke with were aware of how to raise any concerns or complaints to the service. The latest experience report for Quarter 3 to Quarter 4 2024-2025 indicated that out of a total of 467 people seen in the minor surgery service, 2 complaints had been received. Both were regarding administrative procedures, and no complaint was received regarding clinical aspects of care.

Staff followed service policy for managing complaints and service leaders monitored response times and any themes identified from complaints.

Staff made reasonable adjustments for service users where these were identified. Premises were fully accessible for people with mobility issues. A hearing loop was available in the premises and staff had access to telephone interpreter services if this was a need.

Satisfaction surveys had been redesigned for increased accessibility, with both electronic and paper formats offered to support the needs of all people. This change had improved completion rates and ensured broader participation in feedback processes.

Service users we spoke with said they did not have to wait long for their appointment and staff told us any cancelled procedures were promptly rescheduled. Managers monitored waiting times for referral to treatment as part of their contractual NHS obligations and care was co-ordinated with other services to ensure minimum impact of delays to care and treatment.

Staff completed training in equality, diversity, inclusion and human rights.

Staff within the service and the wider organisation promoted a culture in which the people using the service felt empowered to give their views.

The organisation introduced the Oliver McGowan Mandatory Training on Learning Disability and Autism. This assisted staff to deliver inclusive and safe care tailored to neurodivergent individuals.

Safeguarding information posters with tear-away contact stickers were placed in clinical area toilets. These provide discreet access to support resources for vulnerable people. The service monitored their usage and additional support organisations have been added over time.

Staff supported service users to make decisions about their care and treatment. Personalised care plans took account of their individual needs, wishes and feelings. The type of services provided meant that staff did not routinely discuss people’s long-term care needs, because service users only underwent minor surgery day case procedures.

Records we reviewed showed the details of the surgical procedure and expected outcomes were discussed with service users prior to undergoing surgery. Discharge records showed that staff provided information around aftercare plans and post-operative recovery advice.