The Brimington Surgery

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• 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 1 quality statement from this key question. We have combined the score for this area with scores based on the rating from the last inspection, which was good. Our rating for this key question remains good. We found that the culture within the practice was that staff treated people equally and without discrimination. The provider had proactive and innovative measures in place to ensure all staff were aware of how to improve outcomes for minority groups such as members of the lesbian, gay, bisexual, transgender, queer or questioning, or another diverse gender identity (LGBTQ+) population, people with autism and veterans and that this was embedded into day to day practice. Staff we spoke with were extremely consistent in their approach and knowledge of how to promote equity in experiences for people. The practice had won the Gold Award from Pride in Practice for the work they had done to improve outcomes for the LGBTQ+ population.

This service scored 79 (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.

Staff treated people equally and without discrimination. Feedback provided by people using the service, both to the provider as well as to the CQC, was extremely positive. The latest national GP survey results demonstrated the majority of people considered their experience of the practice to be very positive. For example, 96% of respondents felt their needs were met during their last general practice appointment. This was above the local and national averages of 90%. To reduce the anxiety for a person who had transitioned from female to male, a clinical member of staff had arranged for the person to attend screening in an alternative setting that met their needs. To break down barriers, the practice supported people who were transitioning by providing blood tests at the practice so patients did not have long distances to travel to specialist transgender clinics. The practice was dementia friendly and had made changes to the premises to enhance people’s experience. For example, coloured toilet seats, white strips on steps and signage in yellow and black to aid visibility. The practice had engaged with a local primary school and facilitated children to visit the practice to educate them in the role of the GP practice and reduce children’s anxieties when attending for appointments.

Leaders were very proactive in seeking out ways to address barriers to healthcare. Staff were trained to support refugees, people with a learning disability or autism, veterans, carers and people with dementia. Staff received training to support minority groups such as the LGBTQ+ population which empowered clinical staff and gave them the skills and knowledge to approach people who were transitioning and discuss emotive topics. The practice had won a Gold Award from Pride in Practice for the work they had done to improve access to services and outcomes for the LGBTQ+ population. As a result of this work, patients from this community and outside of the practice boundary, had tried to register with the practice. Staff had access to immediate translation services for people whose first language was not English or were hearing impaired. People with a learning disability were offered longer appointments and access to easy read material. All staff had been provided with training to support patients who experienced domestic abuse. In addition, clinicians had received training to support perpetrators of domestic abuse to educate them and promote behavioural change. The practice was part of the safe surgery scheme and was committed to tackling barriers faced by migrants in accessing healthcare. The practice worked with local organisations to address health inequalities. For example, they raised money for the local hospice; attended the village fete to promote the services of the practice; worked with the Patient Participation Group to arrange walks to support the physical and mental health of people; set up a bereavement group in the local village hall which empowered people to cope with loss and loneliness. The practice hosted the Citizen’s Advice Bureau which attended the practice weekly so people received support locally in areas such as housing, benefits and legal advice.

There were multiple links to organisations and support groups for people from minority groups on the practice’s website. Such as,19 links to support people from the LGBTQ+ population so they were aware the practice understood and welcomed the diversity of this population. There were links to support other minority groups such as veterans. The practice was an accredited veteran friendly practice and there was a dedicated GP lead for this group of people. There was information to support asylum seekers and refugees to register with the practice. Peoples’ rights were clearly displayed to support equity in care and treatment for all. There was a suite of policies to support staff to promote equality and diversity within the practice population and improve equity in experiences and outcomes. For example, polices relating to gender dysphoria, carers, military veterans and accessible information standards. We found the practice had strived to positively support their staff in various communication styles to engage with minority groups. Links to videos and online guidance were embedded into the policies to ensure they were accessible to the different learning needs of staff. There was a process for ensuring staff were aware of the policies and guidance and staff embedded the aims into their everyday work. The practice proactively sought the views of people who used the service and encouraged them to complete the Friends and Family Test. The practice carried out an annual patient survey. The feedback had been used to inform changes for improvements such as training for reception staff and reviewing methods of sharing test results with people.

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.