Dr Rabiatov Dabo

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.

At our last assessment, we rated this key question as Outstanding. At this assessment, the rating is Good.

This service scored 82 (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 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 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 understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The practice had a range of things they did to respond to various population groups. For example, they held monthly multidisciplinary meetings for older people; they provided extended hours and extended appointments for their working age population; regular checks and clinics for mothers and babies and regular mental health reviews for people experiencing a mental health problem.

We saw the practice worked in partnership with other services to meet the needs of its patient population. For example, they organised an event about menopause with a local charity for menopause. Following the event patients they planned to arrange group sessions focussing on hormone replacement therapy.

Staff told us that they had a high number of patients from LGBTQ+ community and those with gender identity struggles. They supported these patients to receive treatment and support. The practice had been accredited as a Pride in Practice surgery (a scheme to improve the experiences of LGBTQ+ people accessing primary care services).

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

Information to promote the take up of screening and immunisation programmes was available in a range of languages. There was a folder for staff to refer to with information in different formats include different languages and font sizes. 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.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. For example, National GP Patient data indicated that 98% of patients said they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment.

We saw complaints were managed in line with the practice’s policy. There had been six complaints in the last 12 months. We reviewed the log with the practice manager and saw that they were responded to in line with their policy. Learning from complaints was evident and staff were able to identify changes made because of patient feedback, including complaints. All complaints were discussed at the weekly management meeting.

The service made sure that people could access the care, support and treatment they needed when they needed it.

In response to the National GP Patient Survey data and from feedback from members of the community the provider had identified changes to improve access to the service. For example, they had extended appointments for people with a learning disability and priority appointments for older people.

People could access the service to suit their needs for example online, in person and by telephone. National GP Patient Survey data supported this as 85% of patients found it easy to get through to the GP practice by phone. This was significantly higher than the local and national results of 61% and 53%, respectively.

The practice was purpose adapted, set out over three floors with step-free access. Entrance doors were automatic and rooms were available on the ground floor and basement level. There was a wheelchair accessible toilet with baby changing facilities.

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.

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. For example, following a safety event at the practice they identified a health inequality for patients with a learning disability in relation to breast cancer awareness. To address this and ensure they improved things they invited a consultant surgeon to attend the practice to raise awareness of breast cancer and held an event for patients and their carers which covered information about breast examination and screening process.

Feedback provided by people using the service, both to the provider as well as to CQC, was 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.

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 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.