Arran 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.

This is the first inspection for this service since its registration with CQC. This key question has been rated as Good.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

All staff we spoke with understood their patient population well. Staff told us they made sure patients were at the centre of their care and treatment choices and that they decided, in partnership with patients, how to respond to any relevant changes in their needs.

Data from the National GP patient survey 2024 indicated that patients were involved in decisions about their care and treatment.

However, our review of clinical records showed clinicians did not always document in patient’s records when information had been reviewed or if patients were involved in medicines reviews. Staff told us asthma care plans were completed with patients however they had not been added to the patient’s records.

Staff told us new templates were in the process of being implemented to ensure more consistent record keeping and action would be taken to ensure that care plans were added to the patient’s record.

The service understood the diverse health and care needs of their patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

The practice was registered as a safe surgery. This meant people were supported to register with the practice even if they had no proof of address.

The practice was an armed forces veteran friendly accredited GP practice. This meant they were able to support and signpost veterans appropriately.

The practice referred and signposted patients to other services as needed.

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

Information in other languages or in larger font was available on request. The practice had access to interpreter services, including British Sign Language. Patients were informed as to how to access their care records.

In response to patient feedback, the practice planned to re-design the website to improve navigation and make it easier to access on mobile phones.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

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.

Data from the National GP patient survey 2024 showed that of those patients responding to the survey 81%felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. (Local average 83%, National result:87%).

Of those patients responding to the survey, 86%felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (local average was 89%, National result:91%).

The practice worked with their patient participation group to gather patient feedback about services and make improvements.

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

In response to the National GP Patient Survey 2024 data and from other patient feedback the provider had identified changes to improve access to the service. For example, they offered extended access appointments, they had reviewed their triage process and they planned on adding on a call back facility to the telephone lines. They had also reviewed their process for requesting repeat prescriptions.

Patients could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were all available on the first floor, there was two lifts. There were automatic doors at the main entrance. There was a hearing loop and staff had access to interpreters.

We saw from evidence provided by the practice that uptake of the NHS app, access to medical records and signposting to pharmacy first had improved, and there was an action plan in place to improve further.

Call data we viewed showed that call waiting times and the number of calls abandoned were low.

We viewed the appointments diary during our site visit and found good availability of appointments with all clinical staff.

Data from the National GP patient survey 2024 showed of those patients responding to the survey:

68%felt they waited about the right amount of time for their last general practice appointment (local average63%, National average 66%).

28%found it easy to get through to this GP practice by phone (local average 40%, National average 50%).

The provider was taking appropriate action to monitor and improve access.

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

Staff treated patients equally and without discrimination. Leaders proactively sought ways to address any barriers to improving patient’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 patient’s experience and outcomes.

The practice was registered as a safe surgery. This meant people were supported to register with the practice even if they had no proof of address.

The practice was an armed forces veteran friendly accredited GP practice. This meant they were able to support and signpost veterans appropriately.

Patients 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.

Practice staff worked closely with external agencies to support patients who were end of life.