Laurbel Surgery

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. Direct feedback to CQC highlighted patients found it easy to make appointments. Results from the National GP Patient Survey also highlighted that patients could easily access the practice, 89% of patients found it easy to get through to the GP practice by phone, 95% found it easy to contact the GP practice using their website and 92% found it easy to contact the GP practice using the NHS App. All these results were significantly above local and national averages. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback.

This service scored 89 (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 was exceptional at making 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 reflected physical, mental, emotional, and social needs of patients including those related 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.

The service continually ensured that 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. Feedback from people who responded directly to CQC said they were well supported to understand their condition and felt involved in decisions about their care and treatment and in planning for their future needs. They said things such as “the doctor gave me a thorough examination” and “we agreed actions and they kept me fully informed of the progress”.

We looked at the last available data from The Friends and Family test, the vast majority of feedback was rated as either good or very good. Results from the National GP Patient Survey showed that 95% of patients felt their needs were met during their last general practice appointment. This was compared to the 90% scored for local and national results.

We saw evidence how the practice was at the heart of their local community. They were involved with community initiatives including litter picking campaigns and supporting one of the local football teams. The practice also had links to a local church to promote support available for socially isolated patients.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the uptake of screening programmes. There were established mechanisms for engaging with the community healthcare provider. The provider worked closely with their Primary Care Network (PCN) and also helped to plan, develop and deliver services across the locality with a view to improving patient satisfaction.

As part of the assessment, we reviewed the practice’s clinical system and saw that referrals to other services were made promptly and information shared by other services was managed effectively and timely to support good outcomes for people.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

Results from the National GP Patient Survey showed that 97% of patients knew what the next step would be within two days of contacting their GP practice. This was above the 93% experienced by patients locally and nationally.

The service was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. They always 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 practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints. There was an active Patient Participation Group (PPG) who we spoke with who told us “as members we are always given the chance and are encouraged to add items to the agenda for discussion.”

Give feedback on care submissions received by CQC and in addition to Friends and Family data demonstrated positive responses from patients about feeling involved in decisions about their care and treatment. They said things such as “I had plenty of time to discuss any issues with the practice nurse”

Results from the National GP Patient Survey were also very positive in this area, 95% of patients felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was above the local and national average of 91%. 95% of patients also felt their needs were met during their last general practice appointment, again this was higher than local and national averages of 90%.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

Of the more than 70 patients who shared positive experiences of the practice directly with CQC, 30 of them specifically mentioned how they managed to get an appointment or access the practice quickly and efficiently. This was also reflected in the latest available data from the Friends and Family test. Patient told us “I can get an appointment the same day” and “booking an appointment is quick and easy”.

Results from the National GP Patient Survey were extremely positive in regard to contacting and accessing the surgery. 89% of patients found it easy to get through to this GP practice by phone, this was significantly above local and national averages of 51% and 50%. 95% of patients found it easy to contact this GP practice using their website, again this was significantly above local (52%) and national (48%) results. Results showed that 75% of patients were offered a choice of time or day when they last tried to make a general practice appointment. This was well above the local and national result of 53%.

We looked at the practice’s appointment system and could see that patients were able to book appointments that suited their individual needs. This included face to face, telephone and online appointments. We saw that there were still appointments available that day for patients.

Staff were able to signpost patients to the most appropriate pathways when required. This included the pharmacy first scheme, social prescribers and health and wellbeing coaches. Patients were also signposted to the local urgent care centre when appropriate.

The practice was able to offer extended appointments for people with a learning disability. People could access the service to suit their needs for example online, in person and by telephone. All treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The practice maintained a list of patients who had learning disabilities, we saw how the practice manager and administration staff supported this group of patients. This included helping them understand gas and electric bills

Feedback provided by people using the service, both to the provider as well as to CQC, was very positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. This included organisations such as the Henry Programme (healthy eating initiative aimed at tackling childhood obesity) and Healthy Holidays Programme.

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.

Results from the National GP Patient Survey showed that 95% of patients felt their needs were met during their last general practice appointment. This was above the 90% achieved locally and nationally. It also showed that 87% of patients described their overall experience of this GP practice as good, this was higher than the local (75%) and national (74%) results.

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.

The practice held registers for a number of different patient groups, this included those with learning disabilities, mental health problems and also those on end-of-life care. They were regularly reviewed and updated to ensure these patients were supported.