Aylmer Lodge Cookley Partnership

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 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 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. Regular multi-disciplinary meetings were held with relevant professionals and services to discuss and plan patient care and treatment so that people’s needs could be met. Patients told us that when they were attending for an appointment, they were able to have their annual reviews completed at the same time to reduce the number of times they attended the practice.

The practice 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. Information shared by other services was managed effectively and timely to support good outcomes for patients. Leaders told us they recognised the importance of continuity and where possible, patients were able to see the same healthcare professional.

The practice 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. Information provided by the service met the Accessible Information Standard. Different languages were available on the practice website to accommodate patient’s’ needs. It also included easy read resources and videos providing guidance on how they can support women with learning disabilities or autistic women when attending their cervical screening.

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. We saw complaints were managed in line with the practice’s policy. This was available both in the practice and on the practice website. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback. For example, they had additional administration time in between clinic appointments to avoid long waits for patients. Members of the Patient Participation Group (PPG) told us they felt the practice was very open to suggestions and always listened to them.

The practice made sure that people could access the care, support and treatment they needed when they needed it. In response to the 2024 National GP Patient Survey, the practice had identified changes to improve access to the service. For example, they made changes to their website which resulted in an improved result in the 2025 National GP Patient Survey for patients accessing the practice through their website. They also had a member of staff who provided 1 to 1 sessions with patients who struggled with accessing the NHS app. People could access the service to suit their needs for example online, in person and by telephone. The practice had a system in place which ensured there were appointments available on the day, and bookable in advance with a variety of different clinicians. We saw evidence that online queries were actioned on the same day. There were urgent appointments available on the same day and routine pre bookable appointments available that week.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experiences or outcomes and tailored their care, support and treatment in response to this. Staff treated people equally, without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Leaders shared positive feedback received from a patient following a learning disability review. They said reasonable adjustments made by the practice including providing the last appointment of the day and the nurse greeting them in reception had made a positive impact on their experience. The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers.

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. People were supported to consider their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary. Leaders explained how they supported the family and carers of patients at the end of life and in bereavement. For example, they always called them to offer their condolences and offered them a letter to signpost them to services available to support them.