Meon Health 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

Peoples needs informed the planning and delivery of local health provision. There were appropriate facilities and flexibility of appointments to support patients to access care, support and treatment.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff had specialist areas of work and supported people to understand their condition, care and treatment options (including any associated risks and benefits) and any advice provided. Staff told us patient preferences were taken into considerations when booking appointments (religion etc). Female and male staff were available at each location. Staff included carers and dependants in the planning and making shared decisions about the persons care and treatment.

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.

Staff told us they kept people and those important to them update on the outcome of concerns reported. We reviewed complaint records and saw people had been updated in a timely and appropriate manner.

There were established and effective processes in place for people to feedback on the service and care they receive. The practice valued their patient participation group as an established means of communicating with patients and understanding the potential impact of changes to how they deliver services. Management meetings included protected time to reflect on learning from complaints, concerns and general feedback and develop ways to improve the service.

Staff told us they received awareness training in supporting people with learning disabilities, autism, dementia and care navigation. To support patients to access the right support in a timely manner.

There were established and effective processes in place to monitor and respond to changes in patient demand for services and clinical risks. The practice had a clinician led triage system who was accessible to other staff for advice on the day. We observed the process and found it to be efficient. The practice offered extended hours appointments both face to face on Monday and Saturday and telephone consultations on a Tuesday, Wednesday, Thursday and Friday. Text and telephone call reminders were sent to patients to reduce non-attendance rates and arrangements were in place for prioritising patients.

People reported dissatisfaction with experience of making an appointment via the telephone and the availability of them. However, they told us staff listened, respected and considered people's backgrounds and cultural values in their interactions with them. The practice had introduced a new appointment system intended to reduce inequalities in patient experiences. Initial feedback received from people has suggested a more positive experience, but it is acknowledged further improvements are required.

Staff were trained and considered how they provided care, support and treatment to individual needs. For example, the practice offered specific dementia appointment sessions. These were arranged to meet the needs of the individual and included any support required for people important to them and/or who cared for them. Staff considered the time and duration of the appointment, environment and staff required.

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.