The Hollies 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 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.

There were polices in place to support people to receive person centred care. For example, an equality and diversity policy and staff received equality and diversity training.

Feedback received by the Care Quality Commission from people showed that staff took the time to listen, explain things clearly and showed empathy.

Staff we spoke with told us how they refer people to community health services with their consent to help support them with their health needs.

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.

The practice demonstrated effective collaboration with external services. Leadership teams regularly reviewed individual patient care through multidisciplinary meetings to ensure that people received appropriate treatment. A designated lead GP conducted weekly ward rounds at local care homes. Leaders reported that, in certain cases, clinicians provide people with a booking link via the practice’s system, enabling flexibility in scheduling appointments at a convenient time. Additionally, leaders stated that efforts are made to ensure continuity of care by arranging follow-up appointments with the same clinician whenever possible.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

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.

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.

Data from the GP Patient Survey showed that during their last appointment, people thought the health care professional was very good to fairly good at listening to them was in line with the national average. The survey also showed people were involved as much as they wanted to be in decisions about their care and treatment during their last appointment was also in line with the national average.

We saw complaints were managed in line with the practice’s policy.

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

The majority of feedback we received from people indicated that people were satisfied with their ability to access the service. Extended appointments were provided when required, such as for individuals with a learning disability. The service offered flexible access options, including online, in-person, and telephone consultations. Treatment rooms were located on the ground floor, and the entrance was equipped with an automatic door to support accessibility. The provider conducted audits on access arrangements and implemented improvements where 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 received by the Care Quality Commission (CQC) from individuals using the service was predominantly positive. Data from the National GP Patient Survey indicated that the practice performed above the national average for people reporting an overall positive experience when contacting the practice.

Staff demonstrated a commitment to treating all individuals fairly and without discrimination. They understood the importance of delivering inclusive care and implemented reasonable adjustments to promote equity in people’s experience and outcomes.

Practice leaders reported that they had undertaken an audit of clinicians’ appointment time. This review supported effective planning and ensured that clinical time was utilised efficiently.

The provider maintained processes to facilitate registration for all people, including those in vulnerable circumstances such as individuals experiencing homelessness and members of the Traveller community.

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. The practice engaged in monthly meetings with the local hospice and other community health professionals.