Penvale Park 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. 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 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.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. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

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 co-ordinated 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 their 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.

The service made sure that people could access the care,support and treatment they needed when they needed it.People could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were available on the ground floor.

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.Feedback provided by people using the service, both to the provider as well as to CQC, was mixed. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The provider 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 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 clinical 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.