Hersham 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 practice 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 practice made sure people could access the care, support and treatment they needed when they needed it.

People could access the practice when they needed it in a way that suited their needs, such as by telephone, in person or through the practice’s website. The practice was aware of their larger than average older adult population and considered those who may be digitally excluded when planning access provision.

In response to feedback from people who used the practice, staff had made changes to improve access. Treatment rooms were available on the ground floor, automatic doors had been fitted to the entrance to ensure ease of access to the service and a hearing loop was available when needed.

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

Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services, 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.

Staff followed processes to ensure people could register at the service, including those identified as vulnerable, and used digital flags in the clinical system to alert others to individual needs or circumstances. Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet. This was reflected in the feedback shared from people who used the practice, which was positive.

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.