Fordbridge 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 patient’s needs, and that staff treated patients 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 71 (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 patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in patient’s needs.

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.

The practice understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

The practice 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. Information provided by the practice met the Accessible Information Standard. Patients were informed as to how to access their care records.

The practice made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. They involved patients in decisions about their care and told them what had changed as a result.

We saw complaints were now managed in line with the practice’s policy. Although we noted that prior to the last 6 months this had not always been the case. We found that although there was improvement not all complaints described to us during our assessment had been recorded appropriately and learning outcomes were not always identified.

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

Patients could access the practice to suit their needs for example online, in person and by telephone. Treatment rooms were available on both the first floor, and the ground floor and level access was available at the entrance.

Staff and leaders actively listened to information about patients who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff treated patients equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in patient’s experience and outcomes. We noted some staff were not aware of any barriers to care and could not give examples of how barriers were responded to.

Patients 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.

Patients were supported to consider their wishes for their end-of-life care, including options for cardiopulmonary resuscitation. This information was shared with other services when necessary.