Dr Michael Coggan

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. The scores for the other quality statements are based on the previous rating for this key question. 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 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.

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.

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 nurses, reception staff and the care coordinator, 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 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 taken steps to promote patient confidentiality and the facility to speak privately when needed away from the reception desk area. Patients had access to a tablet in the waiting room to allow digital support to patients for example, access the practice website and bus timetables.

People told us they had not experienced inequality when receiving their care and treatment. There was an active patient participation group (PPG) that told us news about any changes in service delivery that was presented to the group and their views were sought. Results of the national patient survey was positive in all areas and above the national average.

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.