The Lawson 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

The practice's vision and mission statement recognised the importance of inclusivity and embracing diversity. The provider ensured staff had received the appropriate training to ensure they were alert to discrimination and inequality.

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.

People told us their overall experience of the practice was good and they felt the service met the needs of the population. Results from the practice's latest GP patient survey showed: The practice was inline with the local and national average for the percentage of people that felt their healthcare professional recognised or understood any mental health needs during their last general practice appointment. The practice was inline with the local and national average for the percentage of people that described their overall experience of the GP practice as good.

Leaders and staff were alert to discrimination and inequality that could disadvantage different groups of people using the services. The practice had provided care and treatment to Turkish patients and held specific clinics for them. Patients told us they felt their individual needs were understood and respected.

The practice complied with legal equality and human rights requirements, which included, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes, such as providing information in alternative formats, providing equipment to help patients who had a hearing impairment and ensuring patients had access to privacy screens when necessary to support their dignity. Feedback from an internal staff survey and CQC interviews suggested that some patients with language barriers, such as those who do not speak English as a first language, had trouble accessing the practice. In response to the feedback the practice developed an action plan but did not include the concern around access for Turkish patients. Following the inspection, the provider informed us that they partnered with another organisation whose advocates visit the practice to support their Turkish-speaking patients three times a week, ensuring they can access services and support in their language. The provider organised tea afternoons specifically for their Turkish community, where people could discuss a range of topics related to the practice and community services. Staff spoke multiple languages, and patients could translate the practice's website into different languages. The practice actively uses patient feedback to review and monitor the patient's experience in accessing the service. In response to the survey results, they introduced a new online system to enhance their online accessibility, thereby creating additional capacity for the telephone lines. The provider also conducted a workshop to educate patients on how to use the new digital service, demonstrating their commitment to improving service accessibility based on patient feedback. As a result, we saw an increase in positive patient feedback between July 2023 and March 2024.

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.