Handforth Health 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

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.
At our last inspection, 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 practice placed people at the centre of their care and treatment. Patients were involved in decisions about their care and treatment, and staff worked with them to develop personalised plans that reflected their individual needs and goals. These arrangements helped ensure care was tailored to individual needs and circumstances.
Staff recognised that some patients required additional support to access services and maintain their health. The practice worked with social prescribers, community organisations and local support groups to help patients access wider services that supported their wellbeing. This was particularly important for people whose needs extended beyond clinical treatment alone.
Patients and, where appropriate, their families were involved in discussions about future care and treatment. This was particularly evident for people receiving palliative care, where care planning reflected individual preferences and goals.
 

The practice worked effectively with health, social care and community partners to provide coordinated care. Staff described positive working relationships with district nurses, palliative care services and community organisations, helping ensure patients received joined-up support when their needs involved more than one service.
Patients living in care homes benefited from regular GP-led reviews and close working with care home staff. These arrangements supported ongoing oversight of patients with complex health needs and helped ensure concerns were identified and addressed promptly.
The practice had strengthened systems for managing referrals, correspondence and follow-up actions. We saw evidence that clinical information was tracked and monitored until actions had been completed, helping reduce the risk of delays and supporting continuity of care across different services.
 

The practice took steps to ensure patients could access information in ways that met their needs. Information was available through different communication channels, including telephone, digital services, written information and the practice website.
Communication needs were identified and recorded where appropriate. Interpreter services, sign language and alternative communication formats were available and used to ensure people could understand information about their health and the services available to them.
The practice also used patient feedback to improve information available to the public. For example, changes had been made to make the complaints process easier for patients to locate and access, helping people understand how to raise concerns or provide feedback.
 

The practice actively sought and responded to patient feedback. Complaints, concerns, compliments and feedback from the PPG were reviewed and used to identify opportunities for improvement.
We saw evidence that concerns raised by patients led to meaningful change. For example, a patient concern about recall processes prompted a wider review which identified additional patients requiring follow up and resulted in strengthened systems. This demonstrated that the practice listened to feedback and used it to improve care.
The PPG had been established for many years and remained engaged with the practice. Leaders valued patient feedback and used it alongside complaints and survey information to help inform service development and improvement.
 

People could access care and treatment in a range of ways. The practice offered face-to-face, telephone and digital access, and reception staff supported patients who were unable to use online services. Staff were trained in care navigation, helping direct patients to the most appropriate service or clinician.
The practice had introduced an early morning triage model to improve access and respond to patient demand. Urgent appointments were available when clinically needed, and staff described systems that enabled patients with urgent concerns to be assessed promptly.
The practice made reasonable adjustments for people with additional needs. These included longer appointments, interpreter services, accessible facilities and alternative consultation methods. Home visits were available where appropriate, helping ensure people who could not attend the surgery were still able to access care.
 

The practice demonstrated a proactive approach to identifying people who may be at risk of poorer health outcomes and tailoring support to meet their needs. People with a learning disability, dementia, mental health conditions and other long-term health needs were identified through clinical systems and monitored through structured review processes. Clinical outcomes appeared strong. Unverified data provided by the practice indicated positive outcomes for people with a learning disability, dementia and mental health needs, providing assurance that these patient groups were receiving appropriate assessment and ongoing support.
The practice used population health information, clinical audits and quality improvement activity to identify variation and improve outcomes. For example, medicines safety reviews identified opportunities to strengthen monitoring for patients prescribed higher-risk medicines. The practice implemented recall systems and ongoing searches to ensure patients receiving treatments such as hydroxychloroquine and testosterone replacement therapy received appropriate monitoring and follow up. These improvements helped reduce the risk of marginalised patients missing important reviews and strengthened oversight of patients at risk of poorer outcomes.
The practice also recognised the impact that social and economic factors can have on health. Staff worked closely with social prescribing services, local charities and community organisations to support patients who required additional help with housing, wellbeing, financial pressures or social isolation. These arrangements helped people access support beyond traditional healthcare services and contributed to a more equitable experience of care for different population groups.
 

The practice supported people to plan for future health and care needs. Regular reviews were undertaken for patients receiving palliative and end of life care, with discussions involving patients, families and relevant professionals wherever possible.
Multidisciplinary meetings helped ensure people's changing needs were reviewed and care plans remained current. Staff worked closely with community nursing and specialist palliative care services to support coordinated care and avoid unnecessary disruption for patients approaching the end of life.
Leaders also demonstrated a commitment to service sustainability through workforce recruitment, business continuity planning and ongoing review of service performance. These arrangements helped support the practice's ability to respond to future patient needs.