Earls Barton Medical Centre

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. The service did not always make sure that people could access the care, support and treatment they needed when they needed it. This is the first inspection for this service since its registration with CQC. This key question has been rated as requires improvement.
 

This service scored 62 (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 ensured people were at the centre of decisions about their care and treatment. Staff worked in partnership with individuals to respond to changes in their needs. Care plans were person-centred and reflected people’s physical, mental, emotional, and social needs, including those relating to protected characteristics under the Equality Act. Results from the latest NHS National GP Patient Survey showed that 89.2% of respondents felt their needs were met during their last appointment. The practice listened to patient feedback and used it to identify areas for improvement and, made appropriate changes to enhance the quality of care provided.

Information about patients’ care and treatment needs were available and shared appropriately between services when required. The practice was actively involved in the local community and advocated for the health needs of its patients. Services were tailored to meet the diverse needs of the population, with a focus on promoting health education and preventative care initiatives. Some staff told us they had completed specialist training and held additional responsibilities related to their roles. The importance of flexibility was evident in the way services were delivered. Systems were in place to alert staff to any specific safety or clinical needs, ensuring that patients received appropriate and coordinated care.

Staff told us they had increased promotion of the NHS digital application and supported patients to understand the benefits of accessing their medical records online. Those who had difficulty using digital services were provided with accessible information and support. The practice provided accurate and up-to-date information in formats tailored to individual needs and in line with the Accessible Information Standard. Information on the practice website was available in several languages, and interpreter services, including British Sign Language, were accessible when required. Staff recorded on patient records when an interpreter was needed, and additional time was allocated for these appointments. Patients were informed about how to access their care records, and a range of health and wellbeing leaflets and posters were displayed in the waiting area. The practice had an up-to-date complaints policy available on their website, and complaints were managed in line with this policy. Patient feedback indicated that concerns were handled appropriately.

Staff demonstrated their understanding of the importance of listening to people during their appointment. They helped patients to be involved in decisions about care and treatment. We reviewed a sample of complaints received by the service and we observed they had been responded to and acted upon in a timely way, in line with the providers complaint’s procedure. Information about how to complain was readily available via the service website. Complaints were listened to and responded to appropriately and acted upon to improve the quality of care.

The service did not always make sure that people could access the care, support and treatment they needed when they needed it.
According to the latest National GP Patient Survey data, 53.1% of patients responded positively to their overall experience of contacting the practice, which was below the national average of 69.6%. Feedback received by CQC also indicated that access to the practice was challenging, and some people reported difficulties in obtaining appointments for their care and treatment needs. During our visit, we observed that 31 telephone calls had been missed during the morning surgery, and the average call waiting time in the queue was approximately eight minutes. The GP Patient Survey further showed that 27.6% of patients found it easy to contact the practice by phone, compared with the national average of 52.9%. Leaders as sured us that they were reviewing these findings and taking steps to improve patient access. Treatment rooms were available on the ground floor, and the entrance had been fitted with a ramp and automatic door to support accessibility for people with mobility needs.
 

Feedback provided by people using the service was mixed. Some people’s experience was positive, however, most people told us they did not feel they had the right support at the right time to meet their needs. For example, some patients complained that they felt the doctors did not take enough time to listen to their problems and felt rushed during consultations.
Staff treated people equally and without discrimination, and they understood the importance of providing an inclusive approach to care. The service had processes in place to ensure people could register and access care, including those in vulnerable circumstances such as people experiencing homelessness and Travellers. Staff used appropriate systems to capture and review feedback from people using the service, 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 cardiopulmonary resuscitation. This information was shared with other services when necessary.