Penvale Park Medical Centre

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We looked for evidence that staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.This is the first inspection for this service 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’s care and treatment were effective by assessing and reviewing their health, care, wellbeing, and communication needs in partnership with them. The practice complied with the Accessible Information Standard. Information was available in different languages on the website, interpretation services were offered, and a hearing loop was in place to support people with hearing impairments.

Feedback from people using the service was positive. People felt involved in any assessment of their needs and felt confident that staff understood their individual and cultural needs. Reception staff were aware of the needs of the local community. Reception staff used digital flags within the care records system to highlight any specific individual needs, such as the requirement for longer appointments or for a translator to be present. Staff checked people’s health,care, and wellbeing needs during health reviews. Clinical staff used templates when conducting care reviews to support the review of people’s wider health and wellbeing. The provider had effective systems to identify people with previously undiagnosed conditions. Staff could refer people with social needs, such as those experiencing social isolation or housing difficulties, to a social prescriber.

The practice planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.Systems were in place to ensure staff were up to date with evidence-based guidance and legislation. Clinical records reviewed demonstrated care was provided in line with current guidance.Our clinical record searches found patients were receiving safe management and monitoring for medicines within the advised time frame. For instance,monitoring of people with long term conditions such as Asthma, Diabetes, Chronic Kidney Disease and Hypothyroidism were in-line with current guidance. Leaders informed us they put in place protocols and system processes to effectively manage this. There was evidence that patients who did not respond to invitations for reviews or failed to attend appointments continued to be monitored by the practice.

Staff had access to the information they needed to appropriately assess, plan, and deliver people’s care, treatment, and support.They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.The practice worked with other services to ensure continuity of care, including when clinical tasks were delegated to other services.The practice had recently joined a primary care network, and engagement and joint working with other practices within the network were developing. 

The practice supported people to manage their health and wellbeing to maximise their independence, choice and control. They supported people to live healthier lives and where possible, reduce their future needs for care and support. Patients were encouraged to take an active role in reviewing their own health and wellbeing so they could recognise changes to their health and wellbeing. Staff focussed on identifying risks to patients’ health, including those in the last 12 months of their lives, patients at risk of developing a long-term condition and those with caring responsibilities.The social prescriber assisted patients by encouraging them to take an active role in reviewing their own health and wellbeing. Health promotion material was observed in the reception area, with information supporting patients to stop smoking, encourage cancer screening and ways to tackle obesity.

Thepracticeroutinelymonitoredpeople’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.From the clinical notes we reviewed, we found that people who used the service experienced positive outcomes as set out in legislation, standards, and evidence-based clinical guidance.

The practice told people about their rights around consent and respected these when delivering person-centred care and treatment.Staff understood and applied legislation relating to consent. Capacity and consent were clearly recorded. Do not attempt cardiopulmonary resuscitation (DNACPR) decisions were appropriate and were made in line with relevant legislation.