Loddon Vale Practice

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. This key question has been rated as 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.

Discussion with leaders showed that they understood the needs of their local population and demonstrated a good understanding of the practice’s demographics, challenges they faced and systems in place which placed patients at the centre of care. Referral systems ensured patients received consistent, coordinated care when they moved between services. Staff told us that they involved patients in their care and treatment.

For example, patients in the high-risk groups were offered double appointments, prioritised for vaccination campaigns, rather than being referred to pharmacy first or community pharmacy schemes to ensure their complex needs were managed by clinicians at the practice.

Our review of clinical records showed patients were supported to understand their condition and were involved in decisions about their care.

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. Risk assessments were carried out identify limitations of remote care with clear safety netting advice provided to patients during their remote appointments.

We saw the practice worked in partnership within the other practices to meet the needs of its patient population. Extended access was provided by all practices in the area on a rotational basis. We noted there were established mechanisms for engaging with the community healthcare provider and district nurses.

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

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.

The practice used diverse ways for patients to share feedback and ideas or raise complaints. This included the NHS Friends and Family Test (FFT), the complaints process and compliments.

Patients feedback was encouraged through Friends and Family test. Staff actively invited patients to complete feedback forms to support ongoing service improvement.

We reviewed the most recent responses collected and verified from April 2025 (171 responses), May 2025 (222 responses), June 2025 (170 responses), and August 2025 (210 responses). Using the combined responses from those 4 months (773 responses), 704 responses (91%) rated the service received at the practice as either ‘Good’ or ‘Very Good’.

Staff we spoke with understood the complaints process and how to assist patients with any complaints or concerns they may have.We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

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

We noted they had extended appointments for people with a learning disability. Telephone, video and online consultation were offered and delivered safely in line with NHS guidelines. Patients were supported to access care in the format that suited their needs, with remote consultations offered alongside face to face appointments ensuring equity in access and patient choice.

The practice provided online consultation system that allowed patients to submit non-urgent queries digitally. These were reviewed by a GP, ensuring patients receive timely and proportionate responses.

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.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. The recent GP patient survey results indicated that 78%of the respondents find the reception and administrative team at this GP practice helpful and 92%respondents felt their needs were met during their last general practice appointment.

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 non-English speakers or those with no access to the internet.

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

The recent patient survey results indicate that 81%of the respondents knew what the next step would be after contacting their GP practice in comparison to the national average of 83%.