Crusader 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 all 7 quality statements from this key question. Our overall rating for this key question is good. We found the provider was responsive to people using the service, staff, and partner organisations in the delivery of their service. This was evidenced in their processes and systems when delivering care and treatment.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were positive about the care and treatment choices staff provided them and the kindness, and respect of their privacy and dignity.

Staff and leaders confirmed they provided person centred care by delivering peoples care and treatment needs ensuring their preferences were met.

The processes at the practice showed they understood the diverse health and care needs of the people using their services to deliver integrated care and continuity.

People told us they were provided the information they needed to support their care and treatment.

During interviews with staff and leaders they explained how people were provided appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We found appropriate information on the practice system for staff to provide people, this supported there care and treatment advice.

People told us they staff at the practice listened and involved them in their care and treatment." Remove the "Staff and leaders explained how they encouraged their patients to provide feedback about their care and treatment.

Staff and leaders explained how they encouraged their patients to provide feedback about their care and treatment.

We saw people were able to raise complaints about their care, treatment and support. We found the process to administer complaints was effectively managed.

People told us access via the telephone and the practice website had improved over the last 6 months.

Staff and leaders showed us the positive feedback they had received from people accessing the practice by phone.

The provider had recently installed a new telephone system which had improved access to the practice. The practice had also improved their website to provide greater access to online appointments. People were able to contact their GP and staff online to receive responses to their queries.

The practice had improved their website to provide greater access for patients online. Translation services were available for people using the service.

The leaders at the practice told us they understood the challenges of their local population and actively designed the care, support and treatment they provided in response to this.

We found evidence within peoples records they were encouraged to make informed decisions about their future, this included choices made at the end of their life.