Lee Road 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 inspection, we rated this key question as good. At this inspection, the rating remains the same.

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 people received fair and equal care and treatment. People were involved in planning their 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. Patients were involved in decisions about their care.

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

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The practice had access to interpreter services, including British Sign Language.

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. Complaints were managed in line with the practice’s policy. Learning from complaints was evident, the provider had analysed themes arising from complaints and used this learning to drive improvement.

The service made sure people could access the care, support, and treatment they needed when they needed it. The National GP Patient Survey published in July 2024 showed that patients responded positively to their overall experience of contacting the practice and felt positive about how easy it was to contact the practice by telephone. People were able to access face to face and telephone appointments. Consultation rooms were available on the ground floor of the practice building. There was a disabled toilet and baby changing facilities in the practice.

Staff and leaders listened to information about people most likely to experience inequality and tailored care, support, and treatment in response to this. Feedback from patients was positive about the service received. Staff used appropriate systems to capture and review feedback from people using the service.

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.