Little Lever Health Centre & Little Lever Library

On this page

• Overview
• Listening to and involving people
• Equity in access

We assessed all quality statements in this key question. People were not always involved in decisions about their care. The service provided information people could understand. People knew how to give feedback, but it was not always appropriately investigated or acted on. The service was easy to access but appointments did not run to time. The service worked to reduce health and care inequalities through training. People were usually involved in planning their care and understood options around choosing to withdraw or not receive care. This is the first inspection for this service since its registration with CQC at the current location. This key question has been rated as requires improvement.

This service scored 54 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The practice had a complaints log, but this did not detail if the complaint was upheld or not. The complaints policy was not clear. It stated the practice manager could decide if a complaint was formal or informal, and if an issue could be resolved within 10 days it could be categorised as a concern and not a complaint. It stated a written response would be given to written complaints, but we saw an example of a written complaint with no written response. Final responses did not give information about how a person could escalate their complaint if they remained dissatisfied; the policy stated this should be included in final responses. The provider responded to complaints made about them, with no input or oversight from anyone else. Responses were not always appropriate. The policy stated all new complaints, resolutions and any learning from complaints would be discussed at practice meetings. Meeting minutes showed that this was not the case.

People could access care, treatment and support when they needed to and in a way that worked for them. This promoted equality, removed barriers or delays and protected their rights. The National GP Patient Survey results for being able to contact the practice by telephone, and for being given a choice of appointment times and days, were above the national and local average.