Kidderminster 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. We rated this key question as Good.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The practice made sure people were at the centre of their care and treatment choices. Patients had access to appointments provided by a range of clinicians. The practice used patient feedback to identify areas for improvement and made necessary adjustments to ensure patient care was optimum.

Data from the National GP Patient Survey showed that 97% of respondents felt theywere involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, which was above the national average of 91%.

In addition, 81% of respondents said the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last appointment which was in above the national average of 74%. Clinicians told us they had employed their own Mental Health worker to support patients to manage their mental health and undertook regular MDT meetings to discuss patients’ care.

Friends and Family Test data was reviewed monthly and the latest Friends and Family Test data found 94% of patients surveyed found their care at the practice to be either ‘Very Good’ or ‘Good.’

The practice 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 other services to endeavour to meet the needs of its patient population.

For example, the practice held regular multi-disciplinary team meetings with other healthcare professionals; and information about patients care and treatment needs was available to share between services as required.

National GP Patient Survey results highlighted 81% of patients felt they have had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses which above the national average of 69%.

The practice supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information provided by the service met the Accessible Information Standard. The practice had access to interpreter services, including British Sign Language and the practice website was available in 10 different languages. Patients were informed about how to access their care records.

95% of respondents from the National GP Patient Survey felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment. In addition, 93% of patients reported they knew what the next step would be after contacting the practice.

A range of health and wellbeing leaflets and posters were on display in the waiting area for patient information. In addition, the practice provided information for patients on social media, the practice website, and on the screens within the patient waiting area.

The practice made it easy for people to share feedback and ideas about their care and treatment. Feedback could be given verbally or in writing.

We discussed with leaders, changes that had been made as a result of feedback from patients. Staff told us they had consulted with their PPG members to review patient engagement with the NHS App. This involved asking the PPG to give their feedback on their experience downloading and using the App and anything they found difficult. In response to this feedback, the practice had arranged for one of the staff members to lead on working on promoting patient access and use of the NHS App.

The practice listened to patient preferences when making decisions about their care. The National GP Patient Survey data reported 91%of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, which was in line with the national average of 87%.

The practice had a complaints policy, and the Site Manager was the lead for handling complaints. Patients could make a complaint verbally, via the practice website, or by writing to the practice. The complaints process was advertised by leaflets and posters within the practice, and on the practice website. Patients were signposted to the Parliamentary and Health Service Ombudsman (PHSO) if they were not satisfied with the outcome of the complaint.

We saw evidence that complaints were audited annually across the Wyre Forest Health Partnership. The numbers of complaints per practice were analysed and trends and themes were identified.

Complaints were discussed during practice meetings and the lessons learnt were shared with staff. Clinicians shared an example of learning from a complaint relating to a new diagnosis of hypertension (high blood pressure). The patient complaint raised concerns that they had started treatment for this condition before receiving the clinical investigations. The practice explained to the patient that they would receive the necessary investigations but needed to start the medication as a matter of urgency.

A second complaint related to a cultural communication issue between a GP and a patient. Following the complaint, the practice arranged for the GP to undertake a mentoring programme and engage in reflective practice. Leaders told us that this had been successful and there had been no subsequent communication complaints for this GP from patients.

The practice was open from 8.00am to 18:30pm Monday to Friday. Patients could receive extended access appointments from18:30pm to 20:00pm on Tuesday and Thursday; and 9:00am to 15:00pm on Saturday.

Various appointment types were available such as in person, online or telephone consultations. A duty GP undertook the patient triage process.

The practice provided us with telephone statistics to demonstrate performance with access for patients such as the percentage of telephone calls answered in 5 minutes or less. Latest data showed 93% of telephone calls were answered in 5 minutes or less. The Wyre Forest Health Partnership set telephone targets for all of their practices to achieve and performance against these targets was monitored on a monthly basis.

In addition to telephone statistics, the practice monitored the medical triage requests per month to ensure the triage process was working effectively and patient demand was being met. Leaders explained whilst the practice operated an online triage process, they did not digitally exclude any patients. Patients were able to telephone the reception team if they were unable to complete the online triage form and the team could complete this on their behalf. In addition, the Health Care Assistant and Nurses were also able to submit the online triage form on the behalf of patients.

We also reviewed data from the National GP Patient Survey relating to patient access to the service. Practice data was mostly above the national averages. For example:

87% of respondents described their experience of contacting the practice as good, which was above the national average of 70%.

60% of respondents found it easy to contact the practice by telephone which was above the national average of 53%.

76% of respondents found it easy to contact the practice by their website, which was above the national average of 51%.

70% of respondents found it easy to contact the practice by the NHS app, which was above the national average of 49%.

69%of respondents felt they waited about the right amount of time for their last general practice appointment, which was in line with the national average of 67%.

43%of respondents said they usually got to see or speak to their preferred healthcare professional when they would like to, which was above the national average of 40%.

As part of our assessment, CQC received feedback from patients through our ‘Give Feedback on Care’ process. We received feedback from 6 patients of which 5 were positive about their experience of the service; and 1 was negative. To hear from patients about their experiences we asked the service to share details of CQCs ‘Give Feedback on Care’ process. CQC received feedback from 6 patients of which 5 were positive about their experience of the service; and 1 was negative. Positive patient feedback included satisfaction with access to the service.

Staff gave us examples of how they had worked to improve access for patients. This included offering the self-booking appointment option for patients to enable them to choose their GP and an appointment time. Staff explained this increased flexibility for patients and also helped to keep the practice telephone lines free for those who needed it. In addition, the Wyre Forest Health Partnership had commissioned a voluntary organisation to provide low level mental health support to patients to help to reduce waiting times and improve patient access to care.

As part of our assessment, we assessed access to the practice premises. Kidderminster Medical Centre is a modern medical centre which was built in 2016. We found the practice was accessible for wheelchair users, and all consultation rooms were accessible with lifts providing access to the upper floor. Disabled toilets were available as well as baby feeding and changing facilities. There was a car park with designated disabled parking spaces.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Leaders told us there was a focus on the ‘Core20PLUS5’ across the. Wyre Forest Health Partnership. Core20PLUS5 is a national NHS England approach to inform action to reduce healthcare inequalities.

The GP Site Manager had undertaken an extensive analysis of the patient population assessing health needs and deprivation. Leaders told us over half of their patient population were living in some of the most deprived areas in England. On average, people living in the most deprived areas develop multiple long-term conditions seven years earlier than those in the least deprived areas and life expectancy is reduced. In response to the patient population analysis, the practice had recruited two ‘Neighbourhood Outreach Co-ordinators’ whose role included going out to this community and knocking on people’s doors to ask them about their health and social care needs. The aims of the outreach work included improving access to primary care services and reducing reliance on urgent care services; and understanding from patients any barriers to accessing primary care services. Leaders told us they wanted to ‘reach the unreachable’ and engage with patients who don’t attend when they have been recalled for appointments such as for cervical smears and blood pressure checks. Leaders said they wanted to try and improve the service for those who don’t always come to the practice when they might need healthcare and social support and explained the outreach work would help with getting to know these patients.

Leaders told us there was a high rate of drug users amongst the patient population and they were working with Cranstoun Worcestershire, who shared the building with Kidderminster Medical Centre, to engage with and help this patient group. Cranstoun is a social justice and harm reduction charity which inspires people to achieve positive changes and live healthier and safer lives. In addition, the practice was working with the Tulip Tree Centre, which is run by 'H.E.L.P.' charity, which aims to help the homeless and vulnerable in the Wyre Forest. As part of this work, the practice had provided healthcare education to the homeless including women's health; assisted people to register as patients with the practice; and provided cervical cancer screening tests.

We found staff treated people equally, without discrimination. 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. Leaders proactively sought ways to address any barriers to improve people’s experiences.

For example, as an accredited Veteran Friendly Practice, they demonstrated a proactive approach to supporting former members of the armed forces. The practice had arranged drop-in sessions for veterans where veteran patients could meet together, connect, share experiences and access social or healthcare support.

The practice was also a Gypsy, Roma, and Traveller (GRT) Friendly practice. These communities face inequalities in access to healthcare and can experience serious mental health outcomes. Being a GRT friendly practice, people from this community were supported to register with the practice and access care and treatment to meet their needs. Clinicians told us they were working to engage more with this community and had put up plaques in the practice to advertise Kidderminster Medical Centre was a GRT friendly practice as a visible symbol to welcome patient. In addition, clinicians were arranging further training for staff on GRT communities at an away day.

For patients with learning disabilities, the practice had a GP Learning Disability lead. Staff told us extended appointments were available for patients with learning disabilities and staff endeavoured to try to meet as many needs of these patients in one appointment. Sensory packs were available for patients who needed them and patients could access quieter areas in the practice if required.

For patients with hearing impairments, clinicians put flags on these patients’ clinical records to alert staff of their needs; and we saw the practice was equipped with a hearing loop system. For patients whose first language was not English, the practice was able to access interpreting services for them.

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. Staff told us they reviewed patient ‘ReSPECT’ forms regularly to ensure these reflected patient’s current wishes and could be changed accordingly. ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment. These forms create personalised recommendations for clinical care in emergency situations where people are not able to make decisions or express their wishes.

Palliative patients were able to have home visits and care packages to ensure their wishes were followed and carried out in their final stages of life. Clinicians worked collaboratively with District Nurses and the palliative care team to update patient care plans.