Dr Rajiv Goel Also known as The Riverside Practice

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’s care, treatment and support had promoted equality, removed barriers or delays, and protected their rights. Leaders and staff had proactively sought ways to address barriers to improve people’s experience, acted on information about people's experiences and outcomes, and allocated resources and opportunities to achieve equity.

At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.

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 service ensure people were central to their care and treatment decisions, working in partnership to respond to changes in people’s needs.

The latest national GP Patient Survey found that 92% of patients had stated the last healthcare professional they saw was good at treating them with care and concern, and 89% stated they were good at listening to them. In addition, 86% had stated they had confidence and trust in the healthcare professional they saw or spoke to.

Care plans had reflected the physical, mental, emotional, and social needs of patients, including those related to protected characteristics under the Equality Act.

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 that the practice worked in partnership with other services to meet the needs of its patient population.

Leaders and staff explained how they had ensured information was available to as wide an audience as possible. Staff told us they had understood people’s communication needs and gave examples of how they had provided information in accessible formats. People using the service, their families, and carers (where appropriate) had been provided with information that was accessible, safe, secure, and supportive of their rights and choices.

The latest national GP Patient Survey had found that 95% of respondents felt the healthcare professional they saw had all the information they needed about them during their last appointment.

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.

The latest national GP Patient Survey found that 89% of patients had stated the healthcare professional they last encountered was good at listening to them during their last appointment.

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.

People could access care, treatment and support when they needed to and in a way that worked for them which was reinforced by a clear and effective approach to managing appointments. This promoted equality, removed barriers or delays and protected their rights. Patients told us they could access clinical care when desired via different avenues. Results from the latest national GP Patient Survey showed the service had been in line with other local practices for the percentage of patients who responded positively to the overall experience of making an appointment and were satisfied with the appointment(s) they were offered. The service’s internal survey had also showed positive results in these areas.The appointment system required patients to complete an online request. Patients who could not complete the form could contact the service via telephone or attend in person, and reception staff assisted them. Reception staff had received care navigation training. Systems were in place to recall and invite patients for childhood immunisations and cervical cancer screening.Treatment rooms had been available on the ground floor, and the service had a lift. The service offered telephone, online, and face-to-face appointments. Patients could also access extended hours appointments through the Primary Care Network, providing flexibility for those who needed to be seen outside of the service’s usual working hours.

In addition to being a Safe Surgery, the service is accredited as Veteran Friendly and Autism Friendly. The provider was also working towards becoming a dementia friendly practice.

The latest national GP Patient Survey found that 88% of respondents described their experience of contacting their GP practice as good, 95% had found reception and administrative staff helpful, and 69% had found contact through the website easy. Eighty-seven percent of patients had known what the next step would be after contacting the service, increasing to 97% within two days. These results were above the local and national averages.Staff and leaders had actively listened to information about people most likely to experience inequality in experience or outcomes and had tailored care, support, and treatment accordingly. Feedback provided by people using the service, both to the provider and to CQC, had been positive. Staff treated people equally and without discrimination. Leaders had proactively sought ways to address barriers to improving people’s experience and had worked with local organisations, including those in the voluntary sector, to address local health inequalities.Staff had 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 maintained processes to ensure people could register, including those in vulnerable circumstances such as homeless people, Travellers, and those living on local houseboats along the River Lea. Staff had used appropriate systems to capture and review feedback from people using the service, including those who did not have access to the internet.

The latest national GP Patient Survey found that 95% of patients had stated they were involved as much as they wanted to be in decisions about their care and treatment.

People had been given the opportunity to express their wishes regarding DNACPR and had been supported to plan their future care while they still had the capacity to do so. People’s decisions and what mattered to them had been reflected in personalised care plans, which had been shared with others when necessary. The patients we spoke to during the on-site assessment told us they had felt involved in decisions about their care and treatment.