Ombersley 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

At our last assessment, we rated this key question as outstanding. At this assessment, the rating has changed to good.

This service scored 86 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Leaders and staff were exceptional at making 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. People said staff had an excellent understanding of their individual needs and they felt empowered, listened to and valued.

Staff ensured care plans reflected physical, mental, emotional, and social needs of people including those related to protected characteristics under the Equality Act. Our review of clinical records showed people 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 patient feedback we received was very positive about the care and treatment provided. People appreciated staff taking time to listen to them and said the appointments were personalised to their treatment needs. In the 2024 National GP Patient Survey, 96%of people who responded said they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment.

Leaders and staff 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 leaders and staff worked in partnership with other services to meet the needs of its patient population. They had tailored their services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes. This included supporting the primary care network wellness bus which worked in the deprived and rural areas of the community and supported community events. This provided health checks such as blood pressure monitoring for people who would find it difficult to attend a local GP practice. Staff attended local events providing basic health checks such as blood pressure monitoring at the local fete, talks in local primary schools, and attending local careers events to give an overview of working in a GP practice.

Staff supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. 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. Staff offered people one to one training sessions on using the NHS application so they could book appointments and access messages online. This meant it would be easier for people to keep in touch with the practice.

Leaders 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. Leaders managed complaints 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 was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. In response to feedback from members of the community, the provider had identified changes to improve access to the service. For example, they were extending opening hours one evening each week and 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. Treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance.

People told us they found it easy to book appointments and were often able to see a clinician on the same day. Leaders kept appointments open so people with abnormal blood results could be seen as soon as the practice received them. Reception staff were trained to recognise when someone required an urgent appointment or could ask a GP if they were unsure, so people were seen by the correct clinician without waiting. Staff at the practice provided Saturday appointments for women to discuss the menopause and treatments for this.

The number of patients per whole time equivalent GP was lower than the national average which meant the practice could offer a more bespoke service. Leaders ensured they had recruited enough staff to keep this number as low as possible. Staff were able to provide additional services such as in house ultrasound (medical imaging), minor surgery and had sourced an external provider to come into the practice to perform audiology (hearing) checks. This saved people having to travel from the village for these tests to be completed. People told us they would not move because of how important this level of care was to them.

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored 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 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. For example, longer appointments for people with complex needs. 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.

Staff supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. 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.