Brampton Health Centre

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 carried out an announced assessment of one quality statement, equity of access, on 23 February 2024. We found that services were designed to make them accessible for people most likely to have difficulty accessing care. We also found that leaders used feedback from staff and patients to improve access.

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.

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.

Leaders and staff demonstrated they were aware of the challenges to patient access and had acted to improve it. Staff told us the appointment system was monitored. The provider had found that pre-bookable appointments often resulted in patients not attending so had increased the number of appointments available on the day. Staff at the practice had created instructional videos for the practice’s online system in languages used by patients at the practice, including English, Arabic, Gujarati, Romanian and Urdu. The online system could be completed in any language, staff at the practice then used digital interpretation services to translate the information. Interpreters were available and some staff members were fluent in multiple languages to assist patients who did not speak English. Staff told us they were flexible to the needs of their patients, for example patients with sensory needs could choose to attend the practice at a time that was likely to be quieter.

The GP patient survey showed patient satisfaction was in line with or higher than average across the 4 indicators. Satisfaction scores had increased with all 4 indicators since the previous survey in 2022. There were 10 reviews on the NHS website, all of which were positive about the service. Patients reported an improvement in the quality of service received, and that staff were friendly and helpful. There were no complaints or comments received directly by CQC. We saw complaints and compliments were a standard agenda item and were discussed in practice meetings.

Patients could make appointments with the practice via telephone, online or in person. Patients could request the type of appointment, for example telephone consultation or a face-to-face appointment. All appointment requests were triaged and allocated to the most appropriate member of staff. Staff members responsible for triage had received training in care navigation. There were a number of different roles at the practice including GP, physician’s associate, practice nurse, first contact physiotherapist, social prescriber and clinical pharmacist. We reviewed the practice’s appointment system and found the next available appointment with a GP was 23 February 2024 (the same day as our assessment). The practice was open from 8am to 6.30pm Monday to Friday. Out of hours services were available from 6.30pm to 8pm Monday to Friday, and 9am to 5pm on Saturday.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.