Lane Ends 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

The practice complied with the legal 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 access. The practice gave examples of reaching out to patients from minority groups and supporting them to remove barriers to health inequalities. The practice was registered as a safe practice and an armed forces veteran friendly accredited GP practice.

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 received feedback from one patient who was happy with the service. The practice monitored feedback from patients with monthly reports which highlighted issues with the telephone system. An upgrade for the telephone system was planned before our assessment of the service which would improve the patient experience. Patients reported generally reception staff were helpful and were satisfied with the appointment offered. Patients felt their appointment experience was positive and they were given enough time, they were listened to, involved in decisions about their care and treatment and their needs were met.

We received feedback from leaders which included plans to improve the service and patient experience. There was a succession plan in place for the practice leadership team which included support from another practice. Staff we spoke with felt supported by the management team and were focused on improving patient care and outcomes.

The practice had processes in place to monitor and review access for patients. Leaders monitored patient feedback about the service and had regular patient participation group meetings. The practice motto was "Happiness through good health". This was reflected in their approach to supporting patients in all areas of life and signposting where needed.

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.