Roysia Surgery

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

People’s care, treatment and support promoted equality, removed barriers or delays and protects their rights. Leaders and staff proactively sought ways to address barriers to improve people’s experience, acted on information about people's experiences and outcomes and allocated resources and opportunities to achieve equity. The practice complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

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.

Feedback provided by people using the service, both to the provider and to CQC, was positive. Staff treated people equally and without discrimination. People were able to seek support from a clinician of their choice although, this meant the appointment might incur a short wait. On the day of inspection non urgent appointments were being booked up to 4 weeks ahead.

Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations. Staff understood the importance of providing an inclusive approach to care and to support equity in people’s experience and outcomes.

The practice discussed individual patients at the multi disciplinary meeting to ensure they received the care and treatment they required. The practice worked collaboratively with health visitors, midwives and school nurses to provide care, treatment and support to children and their families. These meetings were well structured and documented and involved all aspects of health and social care.

The staff recognised the diverse needs of people registered with the practice. Reception staff had an awareness of people who required additional assistance or who needed longer appointments to be made. Clinicians had allocated roles with specialist interests. For example, carrying out annual reviews for people living with a learning disability or diabetes. This meant they were able to provide joined up care and continuity.

A social prescriber was employed to support and signpost patients to services or interventions linked with secondary care and unverified data showed the practice had exceeded the local target within the local Primary Care Network (PCN).

The practice had a comprehensive understanding of the needs of the local population. Vulnerable people could access services and appointments that suited them, seeing the practice as a safe place, and being treated with dignity and respect. Staff used an opportunistic approach to all health care, for example, vaccinations and cervical smears during an appointment and would make allowances for their family members also.

The practice website provided information on how to share compliments and concerns. People who raised concerns were listened to and provided with feedback.

There was a system to record and investigate complaints, and when things went wrong, staff apologised and gave people support. There was evidence that complaints were used to drive continuous improvement. The practice had a policy and procedure in place to support and guide staff when dealing with complaints. A patient participation group (PPG) was in operation within the practice. The PPG was made up of people registered with the practice and acted as representatives of peoples’ views. The PPG was looking to recruit more members.

Each year the National GP Patient Survey was completed at the practice and the most recent 2024 data showed 52% of patients found it easy to access the practice on the telephone. Telephone audits were completed to assess busier periods and the practice manager would support reception during these times.

Explanations were provided how patients were able to access follow up appointments with a preferred clinician. There was extended access available until 9pm on weekdays with Cambs GP Network. Out of hours and weekends were facilitated by NHS 111.

The practice had reviewed the online system for patients to complete when requiring care, treatment or support from the practice. Each form completed through this system was reviewed by a duty GP who triaged the priority of their call and either telephoned the person, responded to queries or requested reception staff liaised with the person to book an appointment. Each morning the practice reviewed the workflow in line with staffing levels.

Patients with a disability were supported with disabled access facilities and support. The provider had undertaken a disability audit which the practice had passed with no concerns. There was also a staff member who was disabled and the provider had completed a bespoke tailored risk assessment and fire evacuation plan for this worker.

Patients were able to make an appointment on the same day, at home or work, at a time that suited them. Patients were able to alter appointments if needed directly with their allocated GP. If someone did not attend an appointment this was followed up with a phone call from the service to ensure they were okay.

The staff gave positive feedback of the employment of a new GP and phlebotomist. At the time of our inspection, there was a vacancy for 6 sessions for a salaried GP.

Our clinical searches identified that people’s wishes and choices regarding their care and treatment and future planning were recorded within their records. The practice shared information at team meetings and multidisciplinary meetings, attended by external clinicians, to ensure people who used the service received the right care at the right time in the right place. People with complex needs were supported by this team approach to their care and treatment. The GPs participated in shared care (a service where the care and treatment of people’s conditions is shared by clinicians) with external clinicians to provide end of life care for people.