Pudding Pie Lane 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

We assessed 1 quality statements in the responsive key question and found areas of good practice. Reasonable adjustments were made to ensure equity in access. The practice considered the needs of all patients and took action to reduce the likelihood of patients facing communication barriers such as digital exclusion.

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.

People found the practice supportive and listens to staff who raised health care concerns about patients. One care home told us they sometimes find it difficult to contact the practice on the phone as they have to use the same phone number as other patients. Another care home told us they had an 'excellent relationship with the surgery and they are extremely helpful and supportive when needed'. The practice had carried out a patient satisfaction survey and it highlighted areas for improvement and the practice had identified actions required. For example, 1 of the themes the feedback identified was a dissatisfaction with the econsult online booking service. The practice responded by holding regular 'Tea and Tech' sessions to support patients with learning how to use the econsult online forms as well as the NHS app. The practice had carried out their own patient survey, reviewed data and published actions they were taking in response to the feedback on their website. The practice regularly meets with their patient participation group (PPG) who share their patient experiences with the practice. Minutes from the PPG meetings are available on the practice website.

Staff support a diverse patient population and are aware of health inequalities. Staff supported asylum seekers to access care and treatment with interpreters. The practice held regular clinics at a local hotel to support patients. Translators and transport was provided to the to bring them in to the practice if further treatments or tests were required. Social prescribers support carers. Staff support patients attending substance misuse services in the community and offer opportunistic reviews when seeing these patients.

The practice understood the needs of the local population and had developed services in response to those needs. If required, patients were allocated additional time for their appointment if they had more complex needs. People in vulnerable circumstances were easily able to register with the practice, including those with no fixed abode such as homeless people and Travellers. Patients had a named GP who supported them in whatever setting they lived. The practice has a process to triage appointments to ensure patients get to see the right member of staff in a timely manner. The practice website has the ability to be translated into a variety of languages. The facilities and premises were appropriate for the services being delivered. The practice made reasonable adjustments when patients found it hard to access services for example, hearing loops were available in the main reception areas at each site.

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.