Hollywood 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 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 meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 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 attending for an appointment were able to have their annual reviews completed at the same time to reduce the number of times they attended the practice.

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. This included primary care network funded teams such as the mobile wellbeing van, the frailty team and other providers who used space within the practice so people could access appointments locally such as the NHS community eye and healthcare. 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. In the National GP Patient Survey 85%of patients who responded said they have had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses.

The service supplied appropriate, accurate and up-to-date information in formats which 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. People were informed as to how to access their care records. Following a suggestion from the patient participation group (PPG) leaders had developed simple guides to support people to access online consultations.

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 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 people could access the care, support and treatment they needed when they needed it. In response to feedback from patient participation group (PPG) the provider had identified changes to improve access to the service. For example, they developed a priority list for vulnerable patients so when they phoned the practice their call was given priority. This included people who were receiving palliative care those who were frail and people with a learning disability. People could access the service to suit their needs for example online, in person and by telephone. People could access urgent appointments on the day either face to face or by telephone. Leaders used a triage system which was overseen by the duty doctor. This meant people’s needs were assessed and they could be redirected to a more appropriate service such as the physiotherapist or pharmacy. Treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance. The practice had a quiet waiting area for people with sensory needs and appointments could be arranged during quieter times if this were needed.

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 improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. Leaders and staff adopted a proactive approach by offering blood tests to men to detect early signs of prostate cancer. Targeting men from ethnic minority groups, the project achieved a positive uptake, leading to early cancer detection in several cases. As a result, these individuals were able to access treatment at an earlier stage of the disease. Staff recognised the importance of delivering inclusive care and made adjustments to promote equity in patients’ experiences and outcomes. Leaders and staff proactively reviewed patients at risk of falls to provide tailored support and implement preventative measures, helping to reduce hospital admissions. The provider had systems in place to ensure all individuals could register with the practice, including those in vulnerable circumstances such as people experiencing homelessness and members of the Traveller community. Staff also used appropriate tools to gather and review feedback from service users, including those who did not speak English or lacked internet access.

People were supported to plan for significant life changes, allowing them time to make informed decisions about their future, including end-of-life care. A review of records showed individuals were encouraged to express their preferences for end-of-life treatment, including decisions around cardiopulmonary resuscitation. When appropriate, this information was shared with other services to ensure continuity of care. Staff worked with palliative care teams and community nurses to deliver care which was tailored to each person’s needs and wishes.