O'Flynn - Hampton Wick Also known as Hampton Wick 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

RESPONSIVE: 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 Requires Improvement. At this assessment, the rating has changed to Good.

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. Where it benefitted patients, GPs discussed their options and supported patients in their decisions.

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 in the local area including those within the voluntary sector to meet the needs of its patient population. The practice had reviewed the patient population demographics to ensure it tailored services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes.

The practice was a GP certified Veterans surgery (GPCVS), having received accreditation from the Royal College of General Practitioners (RCGP) and NHS England to become a Veteran-Friendly Accredited GP Practice. GPCVS practices are committed to providing better healthcare and understanding for former service personnel by offering specialised support, identifying military-related health conditions, and ensuring veterans receive care considerate of their experiences in the armed forces.

The service supplied appropriate, accurate and up-to-date information in formats that were 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. Patients were informed of how to access their care records.

The practice placed alerts on patients’ records to ensure that they were given appropriate appointments. For example, patients with learning disabilities were offered double appointments.

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 a clinician told us about changes made as a result of patient feedback, including a complaint about tests conducted by the practice.

The service made sure that people could access the care, support and treatment they needed when they needed it.

At our last inspection we found the percentage of respondents to the GP patient survey who responded positively to how easy it was to get through to someone at their GP practice on the phone was significantly below the England average.

At this assessment the national GP Patient Survey showed that patient satisfaction for phone access was significantly above the England average.

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.

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 and Travellers. 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.

We reviewed patient feedback via the NHS Friends and Family Test. The most recent test found that 92.5% (256 out of 277) of respondents would be likely or very likely to recommend the practice to a family member or friend. The practice had also conducted its own patient survey, with fewer patients completing the survey. The results were comparable to the outcome of the NHS Friends and Family Test.

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. For example, following the diagnosis of cancer, patients were phoned by a clinician, usually their preferred GP.