Laurel Bank Surgery Also known as Malpas Surgery Laurel Bank Malpas

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We looked for evidence that staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.

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 provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The provider assessed patients' needs through a range of appointments, including face-to-face consultations, telephone appointments, home visits, care home reviews and long-term condition reviews. They used patient data, clinical searches and recall systems to identify patients who required monitoring, support or follow-up. Particular attention was given to patients with learning disabilities, mental health conditions, carers and those with complex health needs.

Following the merger of the 2 branch sites, leaders identified that recall systems, long-term condition management processes, arrangements for ongoing care and proactive review programmes at branch sites were not always consistent with those at the main site. The provider recognised the risks this created, carried out risk assessments, worked with the commissioners and implemented a structured improvement plan. At the time of our assessment, governance processes and the patient records we reviewed provided assurance that improvements had been embedded and patients requiring monitoring and follow-up were being identified appropriately.

The provider delivered care and treatment in line with current legislation, standards and evidence-based guidance, supported by clear pathways and tools.

The provider had systems in place to ensure clinical practice remained aligned with current evidence and guidance. National guidance, safety alerts and clinical updates were reviewed regularly and shared with staff through meetings and other communication systems. Staff described a clear approach to making sure clinical and prescribing decisions reflected current best practice.

The provider had effective systems for managing long-term conditions and monitoring patients prescribed higher-risk medicines. Long-term condition reviews were provided as part of the wider clinical service, while a well-established clinical pharmacy team supported medicines optimisation and ongoing monitoring for patients prescribed medicines requiring regular review. This helped ensure care and treatment remained safe and effective.

The provider worked effectively with people, professionals, partners and communities to deliver care that met people’s needs. They shared information and learning in ways that improved care delivery and supported people to live healthier lives.

The provider worked closely with a range of services to support patients with complex or ongoing health needs. This included district nurses, dementia nurses, mental health services, palliative care teams and care home staff. Information was shared appropriately between services, helping to ensure patients received joined-up care and treatment.

Multidisciplinary team meetings supported communication, care planning and decision-making for patients with more complex needs. Staff described positive working relationships with partner organisations which helped ensure patients received coordinated care and support. Shared records, regular communication and discussions with other healthcare professionals supported continuity of care and helped teams respond to changing patient needs.

The provider supported people to manage their health and wellbeing so they could maximise their independence, choice and quality of life.

The provider took a proactive approach to helping patients live healthier lives and prevent ill health. Patients were able to access social prescribing and wellbeing support, with staff helping them access community and voluntary services where appropriate. Lifestyle advice, including smoking cessation, weight management and healthy living advice, formed part of routine care and long-term condition reviews.

The provider used patient data and local population information to identify patients who may benefit from additional support, preventative care and health promotion. For example, after identifying barriers some patients faced accessing local drug and alcohol support services, the provider worked with partners to deliver the service from the practice, helping improve access and engagement for patients who may otherwise have struggled to attend. Patients were signposted and referred to relevant services based on their individual needs and circumstances, helping to improve access to wider health and wellbeing support.

The practice achieved cervical screening and childhood immunisation rates above national targets, demonstrating a strong focus on preventative healthcare.

The provider used information about people’s outcomes and experiences, and their feedback, to improve care and treatment.

The provider monitored clinical performance and patient outcomes using audits, searches, reviews and population health data. Information was reviewed regularly to identify opportunities for improvement and support decision-making.

Leaders demonstrated a commitment to continuous improvement and used audits, reviews and clinical data to identify areas where improvements could be made. They were able to demonstrate how this approach had improved outcomes for patients. For example, a review identified that 44% of patients living with severe mental illness had received all 6 recommended physical health checks. Through targeted reviews and follow-up, this increased to 89%, helping to improve monitoring and reduce the risk of poorer health outcomes for this patient group.

The provider sought consent to care and treatment in line with legislation and guidance.

Staff demonstrated an understanding of the principles of consent and supported patients to make informed decisions about their care and treatment. Patients were encouraged to take part in decisions about their health and were provided with information about treatment options, potential benefits, risks and follow-up arrangements in a way they could understand.

Staff understood their responsibilities under the Mental Capacity Act 2005 and were able to describe how they would support patients whose ability to make decisions may be affected. The provider worked closely with families, carers and other professionals where appropriate to support decision-making and care planning. Clinical records we reviewed demonstrated that consent was recorded appropriately and decisions about care and treatment were discussed with patients.