High Pastures 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

We looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

The provider had introduced changes to the appointment booking system so that people could access the service more easily. People with the highest priority had their initial consultation needs met on the day of request and people could book into routine appointments (where this was more appropriate to meet their needs or if more convenient for the patient). Clinicians were available to see people for all types of appointment requests including urgent appointments. The provider monitored patient access effectively and made changes in response to ensure patient satisfaction.

People who used the service provided feedback that was overall in line with national results with regards to their ability to access care and treatment. The percentage of respondents in the National GP Patient Survey who responded positively to their overall experience of contacting the practice was at 66% (compared to 70% nationally). Patient satisfaction for finding it easy to get through to the practice by phone was 50% (compared to 53% nationally). However, we found that people sometimes waited an extended period of time in getting through to the practice by phone. The provider told us they had taken action to address this but we saw that call wait times were still long and further action was required.

Patient feedback in the NHS Friends and Family test was positive with regards to access with people describing the service as ‘quick’ and ‘efficient’.

The provider was aware of the requirements to meet the accessible information standard, and the patient record system was used to alert staff to any specific communication needs of the patient so that staff could then communicate effectively with the patient.

Treatment rooms were available on the ground floor and first floor. Patients who required ground floor access were accommodated with this. Ramped access was provided to ensure ease of access to the premises.

Leaders sought ways to address barriers to improving people’s experience. Staff and leaders ensured they were able to recognise patients who were most likely to experience inequality in experience or outcomes and they tailored the service to meet their care, support and treatment needs in response to this.

The provider had processes to ensure all people could register at the practice, including those in vulnerable circumstances.

Information could be made available in alternative formats for people who required this. Patients were invited to let the practice know if they had any particular communication needs and this was noted as an alert on the patient record system to ensure staff were always made aware of people’s individual needs.

Staff and leaders demonstrated a good understanding of the local patient population, and the difficulties people may encounter. Staff had completed training in equality and diversity.

The provider monitored data about the care and treatment provided to patients. Available data showed that people experienced similar to or better outcomes for care and treatment when compared to services locally and nationally. The results of the National GP patient survey showed that 96% of respondents (compared to 90% nationally) felt their needs were met during their last general practice appointment and 77% responded positively about their overall experience of the practice (compared to 75% nationally).

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.