Willaston 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 provider had a good understanding of the local population and complied with the accessible information standards. They had arrangements in place to identify people’s communication needs and preferences. The provider 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 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.

The GP patient survey data regarding access, patients being involved in decisions about care and treatment and being treated with kindness, compassion and dignity showed the practice performing in line with or better than the national average. For example, 57.6% of patients responded positively to how easy it was to get through to someone at the practice on the phone compared with 49.6% nationally. The percentage of respondents to the GP patient survey who responded positively to the overall experience of making an appointment was 57.1% compared with 54.4% nationally. The percentage of respondents to the GP patient survey who responded positively to the overall experience of the practice was 85.7% compared with 71.3% nationally. People we spoke to during our assessment provided positive feedback about the appointments provided and the flexibility to meet the needs of patients for example longer time provided when required. Patient feedback gathered by the practice was also mostly positive. For example, of 298 patients who completed the Friends and Family Test between April 2023 and March 2024, 270 (91%) responded positively. Neutral responses were received from 13 patients (4%) and 15 negatively (5%). The practice had reviewed and responded to feedback received and was taking action to make improvements when required.

Leaders and staff told us they had received training in equality and diversity and were aware of discrimination and inequality that could disadvantage different groups of people using their services. They proactively sought out ways to address these barriers to improve people’s experience, act on information about people's experiences and outcomes and allocate resources and opportunities to achieve equity. The practice told us all staff had undertaken training on learning disability and autism. This training aimed to equip them to meet the needs of people using the service.

The provider 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. The practice was accessible to patients with mobility needs. We saw from the processes in place that the practice was actively looking for and listening to information about people who were likely to experience inequality in experience or outcomes. They had processes in place to tailor the care, support and treatment in response to this. The practice had an active Patient Participation Group. Patients had access to an interpretation service for patients whom English language was not their first language or had other communication needs.

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.