St Saviours 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. People could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. 74% of respondents to the National GP Patient Survey found it easy to contact the practice by telephone which was higher than the national average of 57%. Receptionists were care navigation trained and had access to a GP for additional support if required. 93% of respondents to the National GP Patient Survey found the reception and administrative team at this GP practice helpful which was also above the national average of 85%. People were able to use a self-check-in screen, which was available in multiple languages to support accessibility and inclusion.

Treatment rooms were located on the ground floor, and the entrance was fitted with a ramp and doorbell to help ensure the service was accessible to people with mobility needs. However, it was observed that the doorbell was positioned too high for some wheelchair users to reach independently. The provider acknowledged this feedback and recognised the need to review its positioning.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services to address any local health inequalities.

Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. Staff used systems to capture and review feedback from people who used the service, which included those who could not access the internet.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Arrangements were in place to identify and support vulnerable patients, including carers. Electronic patient records contained alerts and relevant information to ensure staff were aware of patients' individual circumstances and could respond appropriately to their needs. The practice had a designated learning disability (LD) lead who provided oversight and support for patients with learning disabilities. The LD lead completed annual health reviews for patients with learning disabilities, this supported continuity of care and enabled patients to be seen by a familiar clinician and build a trusting rapport. The practice had also considered the accessibility of its environment and services. For example, adjustments had been made to the waiting area, including attention to lighting, easy-read information was available to support patients understanding and Saturday clinics were offered to enable a quieter setting.

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.