Dr Heath Prescot 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

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 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.The practice used patient feedback to identify areas for improvement and made necessary adjustments to ensure patient care was optimum.

Patient satisfaction scores in the National GP Patient Survey were higher than local and national averages, particularly in areas relating to patient-centred care. For example, 97% said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was above the local average of 88% and national average of 86%.

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. 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 visible. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. The practice website was accessible, and information could be accessed in different languages, fonts, and colours. It contained useful information on health awareness and promotion. 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.Information about how to make a complaint was available within the practice and on the practice website. We saw complaints were managed in line with the practice’s policy. People were encouraged to give feedback to the practice if they wished to complain about their care, treatment and support, and complaints were responded to appropriately with a full response and an apology. Learning from complaints was evident and staff were able to identify changes made because of patient feedback, including complaints.

The service made sure that people could access the care, support, and treatment they needed when they needed it.The National GP Patient Survey results for the practice found high levels of satisfaction with their experience of contacting the service and accessing appointments. For example, 83% of patients reported finding it easy to get through to this GP practice by phone, which was above the local average of 52% and national average of 53%. In addition, 95% of respondents found the reception and administrative team at this practice helpful, which was above the local average of 85% and national average of 83%.People could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were available on the ground and first floor. There was a fully accessible lift, and a ramp and automatic door had been fitted to the entrance of the building. A disabled toilet and baby changing facilities were also available.

Staff were trained to book appointments with members of the practice clinical team or signpost patients to other services. Requests for emergency appointments were seen the same day and requests for home visits were reviewed and carried out if deemed necessary.

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 and 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 adjusted support to ensure 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.