The Spa 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 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 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 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.

Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. Results from the National GP Patients survey showed that 91% of patients knew what the next step would be after contacting their GP practice. This was above the local average of 86% and national average of 83%.

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.

Results from the recent National Patient Survey showed that 81% said they have had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses. This was notably higher than the local average of 71% and national average of 69%.

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, taking part in local schemes. This included, GP’s attending weekly Springboard homeless clinics, offering drop-in sessions for patients. The provider worked with other practices within their Primary Care Network (PCN) to offer improved services in data quality and document management systems as well as offering mental health practitioner appointments and a memory support advisor.

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

The practice offered "digital inclusion" appointments for patients to book with a care navigator. These appointments were utilised to show patients how to use digital platforms such as the NHS App.

Self-check in screens offered patients access to different languages and this was tailored to local needs. The practice had access to interpreter services.

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.

Results from the National GP Patient Survey, showed 94% of patients were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This figure was higher than the local average and national average of 91%.

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. For example, when there were medicine supply issues and changes made to a patient’s prescription this must be communicated to the patient.

The practice aimed to acknowledged complaints within 3 working days, followed by a thorough investigation. A review of complaints showed that complainants were acknowledged in a timely manner, and a thorough investigation was carried out. Outcomes were communicated to the complainant. If complainants were not satisfied with the response, they were signposted to the Parliamentary Health Service Ombudsman and other advocacy services. The practice conducted analysis of complaints to identify recurring themes and trends.

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

Results from the latest National GP Patients Survey showed that the practice was in line with the local and national average on how easy it was to contact the GP practice by their website and NHS App. However, results were slightly under local and national averages for patients getting through to the GP practice by phone. The practice had upgraded its telephone system to include a call back function.

The practice had developed a system to efficiently and effectively triage urgent patient requests.

A review of the practice’s appointment system showed that urgent appointments were triaged and assessed by an Advanced Care Practitioner and appointments would be booked for the same day or within 72 hours. Staff were trained in care navigation and were able to book routine appointments or signpost patients to the most appropriate outcomes. A review showed a patient being effectively directed to triage and a same day appointment was arranged. The practice offered extended access with early morning appointments available.

Treatment rooms were on the first floor and patient’s had access to a lift.

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.

The majority of feedback provided by people using the service, both to the provider as well as to CQC, was positive. Feedback received directly by CQC showed that patients were very positive about how staff treated them, with several praising staff being polite, helpful and professional. Recent National Patient survey data showed higher than local and national results of 93% of patients found the reception and administrative team at the practice helpful.

We observed staff treat 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. For example, feedback from the patient participation group highlighted the benefit of sessions ran by the provider on how to use the NHS App. Following this, patients were able to book these appointments directly.

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. 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.