Rockliffe Court 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 and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.

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 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 and clinicians took time to understand what was important to individuals. The PPG told us that the practice listened and acted. Patient feedback was overwhelmingly positive. Amendments were made for patients who required them, and leaders ensured all staff were able to add digital codes to patient records.

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, utilising a social prescriber to provide support to patients who needed extra advice. The practice offered a physiotherapy clinic to patients in order that they were able to continue with sports and hobbies. There were established mechanisms for engaging with the community healthcare providers. Leaders told us that clinical staff would manage their own results and referrals to ensure continuity for patients.

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

Information to promote the uptake of screening and immunisation programmes was available in a range of languages. 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. Staff assisted patients who required help with the NHS App. We saw evidence of complaints being actioned appropriately. The practice provided regular feedback to all patients via their website. The practice also had an active social media page which signposted patients to various local programmes.

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.

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. Leaders told us that they had received feedback on the seating in the waiting room. They told us this would be a priority to resolve. We reviewed evidence of positive friends and family data, where patients spoke of being listened to and respected. Patients said they did not feel rushed by clinicians during appointments. The National GP Patient Survey indicated that 95% of patients who responded felt listened to during an appointment. Leaders told us that listening to feedback was taken seriously, and it was an agenda item during meetings.

The service was exceptional at ensuring people could access the care, treatment and support when they need to and in a way that worked for them, which promoted equality, removed barriers or delays and protected their rights. Longer appointments were available for patients when required. Leaders told us patients who were not confident in using online services could telephone the practice to make an appointment. The National GP Patient Survey indicated that 98% of patients who responded were offered a choice of day and time when booking an appointment, in comparison with a local average of 59% and a national average of 54%. Furthermore 99% of patients who responded felt they waited an appropriate amount of time for an appointment, against local average of 71% and national average of 67%. Patients could book an appointment 4 weeks in advance.

People could access the service to suit their needs for example online, in person and by telephone. All treatment was carried out 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 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 to address any local health inequalities. Patients with learning disabilities were given a longer appointment, and where necessary a private room was available to patients who needed it.

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 Travellers. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not have access to the internet. Leaders told us they intended to develop training on trans people, in addition to training already carried out by all staff.

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. Patients were given support by clinicians to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary. There was a palliative care register, and patients who were in receipt of palliative care had a named clinician. Clinical staff attended a regular palliative care meeting.