Birchwood Medical Practice

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 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 staff treated people equally and without discrimination. The provider complied with legal equality and human rights requirements.

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.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination.  Feedback from people to CQC, and from the national GP patient survey results showed patients were satisfied with getting an appointment. People reported positively that the practice had created a “calm corner” in the waiting room for those with additional sensory needs.

Leaders and staff proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes. Staff told us about the arrangements they had in place to comply with equality and human rights requirements, including avoiding discrimination, having regard for the needs of people with different protected characteristics. They told us they had information available in alternative formats and equipment in place to support patients who had a hearing impairment. Staff told us that they respected and appreciated people's backgrounds and cultural values and that they had received training in equality and diversity. Staff told us they offered help to patients who struggled to use the NHS app to access services and administration staff were available for a one-to-one session with patients to help them become familiar with the app. This service was advertised and also offered by reception staff if they became aware of patients who were facing difficulties. The carers champion shared with us the wealth of work they had undertaken to ensure carers, including young carers, were being identified, contacted and supported to access relevant services and information.

The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. They were registered as a safe surgery ensuring that lack of ID or proof of address, immigration status or language were not barriers to patient registration. Staff captured the views of people using the service, including those who did not speak English or have access to the internet, by reviewing feedback from various sources including the national friends and family forms and by reviewing the results of the national GP patient survey data. In response to patient feedback, the practice leaflet was now available in 9 languages. The practice produced a quarterly newsletter. This was available electronically on the practice website with paper copies available in the practice and was also sent via text to reach more patients and offer help and services. In response to feedback gathered from patients who were unable to read, this was now available in an audio version. Staff had completed learning disability and autism awareness training, which included face to face training. Following this training the calm corner was introduced in the waiting room to support patients with a learning disability, autism or any patients with additional sensory needs. Ear defenders were also available on request. The practice had a dedicated learning disability lead nurse to allow continuity for this group of patients. There was a practice register of 74 patients aged 14 or over with a learning disability. Of those, 50% had received a learning disability health check since April 2024 and the practice had plans in place to complete the remainder by the end of March 2025. The practice had forged strong links with the local Children’s Centre and some local schools which enabled them to receive feedback and also to help them ensure they were supporting vulnerable children appropriately.

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.