The Practice @ 188

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 assessed 1 quality statement from this key question and found areas of good practice. The scores for this area have been combined with scores based on the rating from the last inspection, which was good. Our rating for this key question remains good. We found care was provided in a coordinated way, even when multiple services were involved. Staff encouraged people to give their views on their care and treatment and supported them to raise concerns. The provider complied with legal equality and human rights requirements and made 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

Feedback provided by patients using the service, both to the provider as well as to CQC, was positive. Staff treated patients equally and without discrimination. 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.

Leaders proactively sought ways to address any barriers to improving patients experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. For example, the practice identified patients who were digitally excluded and worked with local organisations to reach out to these patients which included an event patients could attend and meet with care coordinators and social prescribers. Patients were asked to bring their preferred IT device and staff at the event assisted them in registering for NHS online services.

The practice has a large number of asylum seekers registered as patients. At the time of our assessment 680 asylum seekers were registered with the practice, approximately 7% of patient population. To support this vulnerable group of the patients the practice completed a research project to identify the needs of this patient population. The project resulted in the practice tailoring their services to meet the needs of this patient population which included 2 day outreach clinics at 6 locations within the borough. These clinics were used to complete health assessments and vaccinations.

The provider had processes to ensure patients could register at the practice, including those in vulnerable circumstances such as asylum seekers, homeless people and Travellers. Staff used appropriate systems to capture and review feedback from patients using the service, including those who did not speak English or have access to the internet.

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