Caskgate Street 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 and inspected against 1 quality statement, Equity in experience & outcomes. The provider had a good understanding of the local population and complied with the accessible information standards. They had arrangements in place to identify peoples’ communication needs and preferences. There were mechanisms in place for collecting and acting on patient feedback. However, patients continued to report difficulty accessing the practice by telephone getting a appointment. The provider had taken action to make changes to the nursing team and had recently put in a new telephone system. However, these were not sufficiently embedded to be able to demonstrate patient impact at the time of the assessment

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.

During our assessment, we found evidence that the practice sought, managed and responded to patient feedback. The practice did not have a Patient Participation Group (PPG). We received feedback about the practice from 9 care homes. Overall, this was positive and indicated that a coordinated service was provided to the homes. We were told they found the service they received from the practice was responsive and good. The practice was always available to help them and provide advice as required.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

The provider prioritised, allocated resources and opportunities as needed to tackle inequalities. Interpretation services were available for patients who did not have English as a first language. The practice had a carers champion and patients who were carers were held on a register. The practice were flexible to their needs. There were processes in place to make reasonable adjustments for patients that found it hard to access services. We were told the practice was flexible in their approach to supporting patients. For example, for those patients who were unable to access clinical rooms on the lower floor, the practice planned for them to be seen on the main floor of the practice. They also offered home visits and telephone appointments as required. The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers.

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.