Albany House 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

We looked for evidence the service met people’s needs, and 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made sure people could access the care, support and treatment they needed. The provider recognised that some patients found it difficult to access appointments and had taken steps to improve this. This included reviewing appointment capacity, offering a range of appointment types, and providing access through telephone and online systems.

Staff assessed and prioritised patients based on clinical need to ensure people with urgent concerns received timely care. The provider had arrangements to identify and support people who may be at greater risk, including those living with long-term conditions, people approaching the end of their lives and those with additional support needs.

The provider worked to reduce barriers to accessing care. Staff supported patients who were less confident using digital services and assisted people to access the most appropriate service for their needs. The practice also offered extended access appointments through local arrangements.

Patient feedback and survey results showed some people experienced difficulties contacting the practice and obtaining continuity of care. Leaders were aware of this and had identified improving access and continuity as priorities for ongoing improvement.

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

Feedback provided by people using the service, both to the provider and to the CQC, was positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address barriers to care and worked with local organisations and services to help reduce health inequalities.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support people's experiences and outcomes. This included providing additional support for people living with dementia, learning disabilities and long-term health conditions, and working closely with carers and family members where appropriate. Staff followed up people who did not attend appointments and adapted care to meet individual needs.

The practice recognised that digital access could be a barrier for some people and offered support to help patients use online services. Staff also helped people access interpreting services and considered reasonable adjustments to improve access and engagement with care. Leaders and staff demonstrated a good understanding of their patient population and used this information to support people who may be at greater risk of poorer health outcomes.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.