Abbamoor 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 reviewed 1 quality statement in the Responsive key question – Equity in experiences and outcomes. The practice understood the needs of its population and tailored service in response to those needs. The practice promoted equality, and reduced barriers, delays, and protected patient rights. The practice promoted their commitment to veteran services and were dementia friendly.

This service scored 11 (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 told us they had not experienced inequality when receiving their care and treatment. We spoke to one member of the Patient Participation Group (PPG). They reported that they had not faced any barriers or difficulties in getting the care or support they need. Patients were encouraged to feedback about care and treatment through the Friends and Family Test survey (FFT) which was reviewed at practice team meetings. Results of the national patient survey was positive in all areas and above the national average. Results from the national patient survey showed positive results. Patient feedback from the national patient survey showed that 79% of patients were positive to the overall experience of making an appointment. The national average was 54%. The national patient survey showed 88% of patients responded positively to how easy it was to get through to someone at their GP practice on the phone. The national average was 49.6%. The national patient survey showed 79% of patients were very satisfied or fairly satisfied with their GP practice appointment times. The national average was 52.8%. The national patient survey showed 90% of patients responded they were satisfied with the appointment (or appointments) they were offered. The national average was 72%.

Leaders and staff proactively sought ways to address barriers to improve people’s experience, acted on information about people's experiences and outcomes and allocated resources and opportunities to achieve equity. The practice complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. The practice worked closely with local stakeholder organisations including voluntary and understood local health inequalities. The practice worked with primary care network (PCN) partners to reduce health inequality locally. Leaders and staff were aware of inequality that could disadvantage people using services. We interviewed staff members including reception staff and the physician associate the practice manager and GP. Staff showed a clear understanding of potential barriers to care including patients with a hearing or visual impairment. We found there was an inclusive approach to patient care. Staff we spoke with told us patients had access to person-centred care and treatment in a way that worked for them. For example, housebound patients were offered home visits to assess their needs, where clinically indicated.

The practice had a process to review patient feedback and used information to consider any improvement. The practice understood the needs of its local population and had developed services in response to those needs. Staff used population health management tools to identify health needs and support the reduction of health inequalities. Leaders told us about what the practice was doing to improve treatment and outcomes for their patient population. For example, the senior GP Partner had created a health intelligence platform to improve management of patients with chronic diseases and support patients to make their own choices to better manage their health. The practice held registers of people living in vulnerable circumstances including those living with a learning disability. People in vulnerable circumstances were able to register with the practice, including those with no fixed abode such as homeless people and Travellers. The practice had a same day access policy. All of these patients were given preferential treatment, such as same-day appointments whenever feasible, extended appointment slots, and priority processing for prescription requests. Patients were able to make appointments in a way which met their needs. Parents or guardians calling with concerns about a young child were offered a same day appointment when necessary. The practice offered a range of appointment types to suit different needs (e.g. face to face, telephone, online). Staff had a clear understanding of potential barriers to care including patients with a hearing or visual impairment. There was support available to patients who required translation and interpretation services. The practice had a hearing loop. There was information available for patients to support them to understand how to access services (including on the practice website and telephone messages).

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.