Woodhall Spa New 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

At our last assessment, we rated this key question good. At this assessment, this remained the same. The practice was patient-centred and they focused on ensuring all patients received representative care tailored to their needs. The practice’s triage process was GP led and was well managed. Access to the practice was satisfactory and patients were seen and treated appropriately.

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 was passionate about providing care for their community and had a good understand of local needs. They adapted to people’s needs by offering appointments at either their Woodhall Spa or Bardney sites and home visits where needed. They worked with external organisations to ensure people benefitted to receive person-centred care. They were understanding of individual’s circumstances and tried to accommodate needs where able to provide a good outcome. They adopted a holistic approach to person-centred care by considering vulnerability and protected characteristics.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The practice provided a variety of information both on their website and physical copies regarding relevant healthcare information. This was available at both sites. The practice could access interpretation services where needed. People told us that they felt patients with additional needs were well cared for and the practice took time to understand their needs and provide appropriate tailored care. The practice made an effort to ensure all had access to screening and immunisation programmes.

The service had implemented a Patient Participation Group and were keen to develop this as a means for people to share feedback and ideas. They were receptive to feedback received and valued people’s input. People were able to complain but the process was not reflective of the practice policy. Despite this, complaints were well responded to and resolution was sought. The practice shared positive feedback with staff and kept a log of this. Carers could seek support from external shareholders through the practice and they sought to aid carers as needed.

People reported that their experience of contacting their GP practice was good. People could access the service when they needed it and were signposted appropriately. The National GP Survey showed that people felt they waited the right amount of time to get an appointment. 69% of people described their experience of contacting their GP practice as good- the national average was 67%. Staff were appropriately trained to ensure they provided an equal service and without discrimination. Staff cared about the people they served. People could access services on line, in person and via telephone. The practice provided home visits to those unable to visit the practice. They made reasonable adjustments for those with a learning disability, offering quieter times and longer appointments. They worked with support staff to provide a calm environment to better support people’s care.

Staff were appropriately trained to ensure they provided an equal service and without discrimination. Staff cared about the people they served. The practice ensured they worked with local organisations to address any local health inequalities. They actively participated with safeguarding and care home meetings to ensure people all had access to good care. People were able to register at the practice and were supported in doing so if needed. The practice provided additional internet support to patients who needed it, often offering for them to come into the service for a 1:1 session.

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. The practice supported not just the person but those caring for them. The whole team were aware of people at end of life so the whole team were aware of their needs. They listened to people’s needs and provided a personal approach to all patients. They ensured vulnerable patients were supported in the community. The service worked with care homes through engagement meetings which were reported to have enhanced relationships.