The Ivy Medical Group Also known as Lambley Lane Surgery

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People’s care, treatment and support promoted equality, removed barriers or delays and protects their rights. 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 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 experience and outcomes.

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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

Results from the GP patient survey showed the practice performed mostly below local and national averages on responses relating to making an appointment. 79% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment, compared to a local and national average of 84%. However, feedback submitted on NHS UK website before and after our assessment was highly positive about the new triage system, with patients stating they experienced efficient and prompt responses from the practice. Feedback shared by the practice about one patient's journey described how the new triage system implemented by the practice enabled them to request an appointment online, seen on the same day and referred on to specialists, resulting in early diagnosis of cancer. This demonstrated the digital system enabled early access and intervention for a condition which could have deteriorated if the patient waited longer to be seen. The practice had a proactive Patient Participation Group (PPG) who had initiated several projects with the practice’s support. For example, they worked with schools to remove barriers to accessing health care services for teenagers. They also liaised and educated the wider population regarding the benefits of the practice triage system and helping them to use digital solutions such as the NHS app and electronic prescription service. Data supplied by the practice showed this had a positive impact with over 400 triages observed per week, reduced waiting times for GP face to face appointments and cancer referrals made within 48 hours of triage.

We saw evidence of several extensive policies which demonstrated the practice’s caring approach, which included death and bereavement policy whereby the medical secretaries forwarded messages of condolences from the GPs and details regarding bereavement support groups to recently bereft families. A total triage system was operated by the practice to enable patients with most urgent needs have their care and treatment prioritised. The system was implemented as part of an NHS England access improvement programme to manage patient demand and identify patients who clinically need to be seen urgently, and also to ensure that patients are seen by the right person at the right time and in the right place. During our assessment we found this system had robust failsafe protocols in place to ensure clinical safety. There were systems in place to support patients who face communication barriers to access treatment (including those who might be digitally excluded). This included accessing translation services for people whose first language was not English; installation of a hearing loop at the reception desk and automatic doors for ease of access for less mobile people. Leaders told us members of the reception team had local knowledge of their registered patients and offered longer appointments at times more convenient to the person where required. The practice had 15-minute appointments as standard and offered longer appointments to people with learning disabilities. The practice also registered people with no-fixed abode, ensuring that they had access to health care services. Carers were actively supported and there was a nominated carers champion within the practice.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.