Barton House Medical Practice Also known as Drs Payne, Robinson & Farrell

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 found leaders used people’s feedback and other evidence to actively seek to improve access for people. The practice was designed to be accessible and timely for people who were most likely to have difficulty accessing care. The practice prioritised and allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

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.

As part of the assessment process, we asked the practice to invite patients to share their experience of the service. We did not receive any feedback for this specific assessment. Staff told us there was a person-centred approach to delivering care and the service provided care in a way that was inclusive to improve accessibility to vulnerable patient groups. We saw evidence of patient feedback being collated and reviewed monthly with improvements to service provision implemented where needed. For example, the practice had implemented a ‘questions and answers’ newsletter for the wider patient community. This had enabled the practice to review themes in queries and feedback, leading to positive changes including amendments to dispensary opening hours, the purchase of chairs specifically for the dispensary, and increased use of the managed repeat system for ordering medications.

Patients had a named GP to support continuity of care, although they could choose to see a GP of their choice where possible. Where referrals were made to external services, these were monitored and followed up appropriately. There was an integrated approach to patient care, and services worked well together. Patients at the practice who lived in a care home benefited from access to a frailty nurse and GP via the local primary care network (a group of GP practices working closely together, aligned to other health and social care staff and organisations, providing integrated services to their local population).

The practice complied with the Accessible Information Standard. They told us there were translation services available for patients who required them. They also told us patients could request information in more accessible ways, such as in large print or braille. Individual communication needs were noted on the patient’s record for all staff to be aware of. Staff told us they supported patients with using online services. Staff completed training on data protection to ensure information collected and shared by staff met data protection legislation requirements. The practice website contained accessible information, for example, opening times, patient registration, clinics and services, complaints, and prescription ordering. Reasonable adjustments were made at the practice to support communication, including the use of interpreters. Leaflets were available in the reception area and posters were displayed to provide patients with information on the practice and the different services available to them. Patients were also provided with information on how to access their medical records.

There was a complaints process in place, including a complaints lead, and a policy. Information was also available on the practice website on how to complain to the practice. We reviewed a number of complaints and found they were actioned in an appropriate and timely manner, discussed in meetings, and learning shared with staff. Where appropriate, patients were provided with an apology and signposted to the Parliamentary and Health Service Ombudsman. There was also an annual review of complaints which looked at themes, learning points, changes made and other planned actions.

Patient appointments were available either online, face to face, via telephone, or as a home visit. Patients could book appointments by telephone, online, walking-in and could also submit medical or admin requests online via the practice website. Patients could book routine appointments up to 2 weeks in advance and same-day appointments were available each morning. Staff confirmed that both emergency and routine appointments were available during the week of the assessment. The practice offered appointments with a variety of clinical staff, for example GPs, health care assistants, pharmacists and practice nurses. The practice had remote access sessions (medical appointments that take place virtually) twice per week via the primary care network. The practice had offered people, who were cared for at home and could not access the practice, a routine proactive care review at home with a GP and also had support from advanced care practitioners via the primary care network. The practice also had arrangements in place for prioritising people based on need, including those receiving palliative care. Staff had completed care navigation training and the practice had designed and implemented a triage process for staff to follow. This included what was an urgent priority and how to respond.

The practice had met the Accessible Information Standard to ensure all people, including those with communication needs, could receive effective care and treatment. The practice was able to demonstrate reasonable adjustments under the Equality Act 2010. The premises had a portable hearing loop in place for patients with a hearing impairment. Practice staff took a proactive approach to supporting patients identified with a learning disability. The practice worked with the PCN social prescribing team to identify unregistered carers, and had sought feedback to request what support would carers like to receive. The practice was registered as a Veteran Friendly Practice. The veteran friendly GP practice accreditation is a programme run by the Royal College of General Practitioners (RCGP) and NHS England to recognise and support practices in delivering the best possible care and treatment for patients who have served in the armed forces.

Staff were trained and had guidance available to ensure specific care plans were completed for people to ensure their resuscitation and emergency treatment wishes were known. The provider had access to annual training for staff in relation to the Mental Capacity Act, understanding learning disabilities, and consent. Staff supported patients to make informed decisions about their future, including at the end of their life. Patients on the practice palliative care register were reviewed in monthly multi-disciplinary meetings. Staff told us how they worked with patients, and their carers, to support them to understand their options regarding Do Not Attempt Cardio-Pulmonary Resuscitation (DNACPR) decisions. Processes were in place to support patients to make informed decisions about their future, and to review patients at the end of their lives. We saw that DNACPR forms were completed in line with guidance and with the input of patients and their carers.