Whitemoor 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 2010. Our review of clinical records showed people 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 was an accredited veteran friendly GP practice which meant that veterans were entitled to priority access to NHS hospital care for any condition as long as it is related to their service.

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 worked in partnership with the Primary Care Network to meet the needs of its patient population. For example, the delivery of a menopause clinic and a pain cafe where people living with chronic pain were provided with lifestyle guidance and had the opportunity to share experiences with other people facing similar challenges. There were established mechanisms for engaging with the community healthcare provider.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service made it easy for people to share feedback and ideas, or raise complaints, verbally or in writing, 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 94% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable with the national average of 91%.

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 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.

Data from the GP Patient Survey showed patient satisfaction with access to appointments was above the national averages. For example, 68% of respondents were positive about how easy it was to contact their GP practice on the phone. This was above the national average of 53%. The percentage of respondents to the GP patient survey who responded positively to their overall experience of contacting their GP practice was 87%. This was above the national average of 70%.

Extended access appointments were available for those who were unable to access appointments during normal working hours. Innovative care, such as the pain cafe, was provided on a Saturday. Feedback from Healthwatch and the Integrated Care Board was positive and suggested a high level of patient satisfaction.

Treatment rooms were available on the ground and a ramp and automatic doors had been fitted to the entrance. There was a lift for people to use to the first floor.

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.

The practice collected and analysed feedback from the Friends and Family test. Feedback was mostly 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.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support 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. They had access to translation services for people whose first language was not English and a hearing loop for people with a hearing impairment.

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. Minutes showed that people nearing the end of their life were regularly discussed within the practice and as part of the wider multidisciplinary team to ensure that their needs were met.