Trent Vale Medical Practice

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.
Non-digital routes for access were available for those with digital poverty or low literacy, which included telephone lines with option to speak to a person; paper forms at reception and support offered for filling in online forms.

The practice used plain English within their letters or text including confirmation of their understanding and the provision of the next steps.
The practice-maintained equality and diversity policies with staff in receipt of appropriate training.
The practice worked closely with community teams and two care homes. For example, mental health and social care teams including holding multi-disciplinary team meetings. The practice held annual winter ready events for patients to support them in preparation for the winter.
 

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, building relationships with community groups to promote the take up of screening programmes. There were established mechanisms for engaging with the community healthcare provider.
The practice worked with their primary care network (PCN) looking at demographic patient population to improve patient access.
 

The service supplied appropriate, accurate and up-to-date information that was tailored to individual needs.
Information to promote the take up 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.
The practice offered hearing loop support, a chaperone service, a quiet room for confidentiality and a microphone on reception.
The practice staff told us they could offer large print, easy read, request braille, British Sign Language, interpreters, language line services, enable email or text only responses, longer appointments and carer or advocate involvement.
The practice compiled with its website accessibility statement and was compliant with public sector accessibility regulations and alternatives offered if patients could not use digital services.
 

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.
Patient feedback system included;
• Written complaint/compliment
• Verbally on the telephone
• Online
• Practice’s email address
• Face to face at the reception desk
• Via the NHS review website
• Google reviews
• Friends and family texts
• National GP survey annual reviews
• Via Patient Participation Group (PPG)
 

The service made sure that people could access the care, support and treatment they needed when they needed it.
In response to the National GP Patient Survey data and from feedback from members of the community the provider had identified changes to improve access to the service. For example, they had extended appointments for people with a learning disability. People could access the service to suit their needs for example online, in person and by telephone.
In May 2024 – July 2025 the practice had consistently monitored telephone data to identify peaks in patient demand. The practice introduced total triage system over the previous six months, which resulted in the average wait time being reduced to almost half.
 

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, including within the voluntary sector, to address any local health inequalities. 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 people. 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.
The practice had reviewed and took account of its patient demographic in provision of GP service planning and its workforce. They had worked with primary care networks to provide weight management and winter pressure services. For example, the annual winter ready event working with the PCN for patient care.
 

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.