Crawley Road Medical Centre

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 practice met people’s needs, and that staff treated people equally and without discrimination. Leaders consistently demonstrated a person-centred, proactive approach to meeting individual needs and preferences. They actively sought feedback and adapted their care delivery to ensure equitable access through inclusive practices.

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 GP Patient Survey carried out from January to March 2024, found that 91% of respondents felt their healthcare professional was good at treating the patient with care and concern, and 86% of patients stated the healthcare professional was fairly or very good at listening to them. In addition, 95% stated they had confidence and trust in the health care professional they saw or spoke to.

The practice 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.

The practice used technology to enable them to continually monitor their performance, for the management of health conditions and access to the practice. Staff ran searches to identify vulnerable patients who were at high risk from poor health or isolation. The practice had social prescribers who informed patients about practices and support available locally.

The GP Patient Survey conducted from January to March 2024, found that 83% of respondents stated the health care professional they saw had all the necessary information about them. There were policies and procedures for staff to follow to ensure people had information that was tailored to individual needs. This included making reasonable adjustments for disabled people, translation services for those who did not speak English as a first language and deaf individuals using British Sign Language. Information about interpreter practices was visibly displayed in the reception area.

The practice 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.

The GP Patient Survey carried out from January to March 2024, showed that 86% of respondents stated the healthcare professional was good at listening to them during their last general appointment.

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 because of patient feedback and complaints. The practice provided information on its website about joining the patient participation group (PPG) and held quarterly meetings with the PPG. We examined five complaints received by the practice in the last 12 months. Three of the complaints did not have a record of the practice’s response to the complainant. Following the assessment the provider promptly submitted the response letters which they confirmed were saved in a local drive.

Information about how to complain was available at reception and on the practice’s website.

The GP Patient Survey carried out from January to March 2024, found that 68% of respondents described their experience of contacting the practice as good; 68% found the reception and administrative staff helpful. Fifty-seven percent found contact through the practice’s website easy. This was above the national average of 48%; 50% of patients found it easy to get through to the practice by phone, which was in line with the national average.

In response to patient feedback the provider introduced a new cloud-based telephone system with functions, such as a callback option and call monitoring.

They introduced an online patient consultation form, with the aim of reducing the number of patients calling to book appointments. They provided a ‘How to use patient triage’ video via the practice website to outline how to use their online medical form.

Patients were able to book appointments in advance and the practice actively promoted the use of the NHS app.

The physical premises and equipment were accessible. People were given support to overcome barriers to ensure equal access. Leaders and staff were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support.

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 practice, 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. The practice had a health inequalities policy which aimed to address health inequalities in the practice, by focusing on the social determinants of health, improving access to healthcare services, and promoting health equity across the community, with a particular emphasis on reducing digital access disparities.

Staff used appropriate systems to capture and review feedback from people using the practice, including those who did not speak English or have access to the internet. This information was used to review patient experience and address any instances of discrimination. The practice had information available in alternative formats and equipment to support patients who had a hearing impairment. People in vulnerable circumstances could easily register with the practice, including those with no fixed abode such as homeless people and Travellers.

The practice had recruited staff from the local communities to enable equity of access.

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. We reviewed four patients Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) the records were clearly documented, accessible and evidenced people’s involvement in the original decision. This information was shared with other services when necessary.