Rowner 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

People reported poor access to the practice via the telephone and website/online facilities including some dissatisfaction with the helpfulness of members of the reception team. There were appropriate facilities for changing young children and people with mobility difficulties. Flexibility of some appointments to support patients to access care, support and treatment were available.

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.

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.

People reported difficulties contacting the practice by telephone, online and in person, but had confidence in the professionals providing their care.

Staff told us they received awareness training in supporting people with learning disabilities, autism, dementia and care navigation. The practice was recognised as a learning disability friendly service.

There were established processes in place to monitor and respond to changes in patient demand for services. The triage system was overseen by a clinician. The practice is open 08.00 to 18:30 and offers extended access appointments on Saturdays. Text and telephone call reminders were sent to patients to reduce non-attendance rates and arrangements were in place for prioritising patients. When people wanted to express their wishes about cardiopulmonary resuscitation, they were supported to do so and are able to change their mind if they wish. When any treatment was changed or withdrawn, professionals communicated and managed this openly and sensitively so that people have a comfortable and dignified death.

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

Staff told us how they considered the needs of people, listened to them and supported them to make informed choices about their care and plan their future while they have the capacity to do so.

There were established and effective systems in place to understand, communicate and support people with their future care needs. People who may be approaching the end of their life were identified (including those with protected characteristics under the Equality Act and people whose circumstances may make them vulnerable). This information was shared with other services and staff. People’s decisions and what matters to them were delivered through personalised care plans that were shared with others who may need to be informed.