Chorlton Family Practice

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

RESPONSIVE: The service was responsive to individual needs and ensured that people were involved in decisions being made about their care and planning of their care needs. The service provided information people could understand on noticeboards and online. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback.

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.

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. People told us that they were supported by clinicians and were helped to understand their condition and were involved in planning and making decisions for their care needs.

The service understood the diverse health and care needs of people and their local communities. Care was joined-up, flexible and supported choice and continuity. We saw the practice working in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community systems used in the practice allowed continuity of care and sharing of information across all services. The practice ensured integration from all communities and backgrounds.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information to promote the take up of screening and immunisation programmes was available in a range of languages. Health information leaflets were available in the waiting area and covered a wide range of topics. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients were able to sign up to the NHS App which allowed them to access care records online and there was a lot of information on the practice website on how to best care for themselves and what to do if they needed further information.

The service made it easy for people to share feedback and ideas or raise complaints about their care and treatment. They involved people in decisions about their care and told them what had changed as a result. 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 Patient Participation Group was involved in helping the practice to make improvements to the service.

The service did not always make sure that people could access the care, support and treatment they needed when they needed it. People were able to either call the practice to make appointments, come into the practice face to face or use the online booking service. The practice was looking at installing a new online system in the coming months to further enhance this service. We looked at data from the National GP Patient Survey from January to March 2024 and it showed us that only 24.4% of patients stated that it was easy to contact the practice. The practice have asked the same questions via a survey and provided us with unverified data that shows the percentage is now at 43%, for comparison the national average is 49.7%. The practice are monitoring this in real time and continue to work with the PPG. 80% of people who provided feedback through give feedback on care told us that they had a good overall experience of the practice.

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. Feedback provided by people using the service, both to the provider as well as to CQC, was 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, including within the voluntary sector, 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. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

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 such as out of hours. People told us that they felt their individual needs, views and wishes would be listened to by the practice and that these would be followed. The practice staff treated these discussions with sensitivity and discretion so as not to cause unnecessary distress to family members.