Saltdean and Rottingdean Medical 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.

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 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 the 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.

People who provided feedback for this assessment were positive about their experience. Staff we spoke with were able to provide examples of how they had adjusted care to meet people’s individual circumstances and preferences. Translation services were available and many staff spoke several languages. Longer appointments were available for people who required more time including those with a learning disability and those who required an interpreter.

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 to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take-up of screening programmes. There were established mechanisms for engaging with the community healthcare provider.

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. People who required interpreters were given double appointments. Information provided by the service met the NHS 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.

We saw complaints were managed in line with the service’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 had introduced a new telephone and appointment triage system in June 2025 to address past complaints. A presentation was given to people to explain the new triage system and why the change was necessary. The aims were to improve patient access; prioritise appointments according to clinical need, increase continuity of care for patients; and reduce the number of calls required to answer the same query. The presentation also gave clear direction on the many ways of contacting the service or making an appointment. The presentation included a video demonstration on how to use the system, but patients were assured they could still contact the service and make appointments in the usual way in person or by telephone.

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

In response to the National GP Patient Survey data and from feedback from members of the community, the service had identified changes to improve access to appointments. For example, they had extended appointments for people with a learning disability. People could access the service to suit their needs for example online, in person and by telephone. The service had given a detailed presentation to people when the new telephone system was introduced. Treatment rooms were available on the ground floor and there was easy access to the building.

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. Leaders proactively sought ways to address any barriers to improve 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.

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. This information was shared with other services when necessary. Staff involved in providing this care emphasised the importance of building a relationship of trust with people and their families; starting these conversations early; and proactively liaising with other services, for example, hospice providers.