Werrington Village 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 looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination. At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.

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.

People tell us they were happy with their care, and that clinicians involved them in decision making.

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. Clinical notes reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were generally supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

Staff told us the surgery had good relationships with other agencies and met monthly with district nurses, social services around long term conditions and held a monthly care home multidisciplinary team meeting involving care coordinator, clinical pharmacist, duty doctor, district nurse and a team representing the care homes including a physiotherapist.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked 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, for example, building relationships with community groups to promote the take up of screening programmes. There were established mechanisms for engaging with the community healthcare provider.

People told us that their experience was generally positive, and praise was given to the reception team and clinicians. The patient participation group shared that patients can be signposted to activities within the community library next door, anything from baby yoga to walking football, and that the library communal space was on occasions used by the practice.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The surgery had recently changed their bereaved patient policy due to team feedback, ensuring the doctor contacts the next of kin promptly and sharing signposting to bereavement support at an early stage.

Information to promote the take up of screening and immunisation programmes was available in a range of languages. The practice had access to interpreter services. Invitations to Learning disability health checks were sent out in easy read format. Patients were informed as to how to access their care records.

We observed 12 complaints in 12 months prior to the inspection, they had been reviewed, actions had been taken as appropriate, and patients had received feedback and apologies as appropriate. People told us the services made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff and leaders told us that 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 service made sure that people could access the care, support and treatment they needed when they needed it. Patients fed back that access had been difficult previously, however, since the induction of total triage (a system which allows patients to complete requests online, or by phone completing a form, that is reviewed by a doctor the same day either by phone discussion or scheduling an appropriately prioritised appointment) there had been an improvement.

Staff and leaders fed back that there had been a significant improvement in access since the introduction of total triage. On the day of the inspection we observed that there were no calls waiting or queue at reception at 08.45, which historically would have been a busy time. At 12.00 on the day of the inspection we observed that there were 12 doctor appointments free that afternoon, However the next nurse and nurse associate appointment was in 10 working days (2 weeks). Doctor appointments could be booked 7 days ahead. All Triage was completed the same day.

The primary care network offered extended access appointments until 20.00 weekdays and was open Saturdays. The appointments were bookable by the practice.

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. The surgery had a hearing loop, had been designed to be dementia friendly and was based on one level and allowing easy access for people with a disability or who used a mobility aid. People had access to interpreters if required. The surgery offered extended access through the Primary care network to allow people who were unable to gain access during the day. Flu vaccine clinics for children were offered in half term. Patients with complex needs were offered an end of session, or double appointment to ensure that they had adequate time

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. 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 adjusted support to ensure 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 and travellers. 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.

Monthly multidisciplinary team meetings were held where all end of life patients were discussed, patients at risk of deterioration were identified early and home visits were arranged to have a conversation around ReSPECT (Recommended Summary Plan for Emergency Care and Treatment) forms, a process creating a personalised care plan for an emergency situation.

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 when necessary.