The Avenue 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 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 service made sure that people could access the care, support and treatment they needed when they needed it.

People could access the service to suit their needs for example, online, in person and by telephone. The premises were accessible to people with mobility needs, including wheelchair accessible entrances and automatic doors to support ease of access. A hearing loop was also in place to support people with hearing impairments.

Action to improve access included, reasonable adjustments as required for patients where on-line services could not be used; the service has extended its opening hours to provide more appointments to patients.

National GP survey date showed 73% of patients ‘felt they waited about the right amount of time for their last general practice appointment’ which was higher than the national average of 67%.

The practice carried out home visits where required.

There were sufficient consulting and meeting rooms to meet the need of the patients, such as providing additional privacy if needed.

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 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 to address any local health inequalities.

The practice had organised walking sessions focussed on Men’s Mental Health, with the aim of promoting patient wellbeing, by creating a supportive environment where everyone felt welcome and supported.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes. This included extended hours appointments for workers, appointments at quiet times for vulnerable people and extended appointment times for complex cases.

The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people.

We saw that 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.

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.