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ISL116 15 ER What you can expect from a Good GP practice · 2016-05-16 · 1 This booklet tells you...
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What can you expect from a good GP practice? Easy read version of : ‘What you can expect from a good GP practice?' March 2016
Transcript of ISL116 15 ER What you can expect from a Good GP practice · 2016-05-16 · 1 This booklet tells you...
What can you expect from agood GP practice?
Easy read version of :‘What you can expect from a good GP practice?'March 2016
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This booklet tells you what to expect whenwe say a GP practice is good.
We give each GP practice a poster that sayshow good we think they are. When youcannot see the poster you can ask them toput it up.
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About the Care QualityCommission
We check health care and social careservices that give care to people in:
● GP practices
● hospitals
● care homes.
Our job is to check if every care service is:
● safe
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● effective (meaning it does a good job)
● caring
● responsive (meaning it meets your needs)
● well-led (meaning it is managed well).
We then give the service scores of:
● outstanding (meaning really good)
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● good
● requires improvement (meaning itneeds to get better)
● inadequate (meaning it is poor).
This booklet tells you what to expect whenwe rate a GP practice as ‘good’ in the thingswe check.
A good GP practice is safebecause:
● there are always enough staff on dutyand they are good at their job
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● staff check to see if your health is gettingworse. Then do what they can to help yoube well. They ask other staff for help whenthey need to
● when things go wrong staff deal with itquickly. They check how it happened andlearn how to do things better
● the GP practice supports staff to be honestabout how safe everything is. Staff can sayif something worries them or if somethinggoes wrong
● staff keep adults, children and youngpeople who are vulnerable safe
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● staff make sure information about yourhealth and care is right and up to date.They keep it safely to make sure it isprivate
● staff plan what to do in an emergencyor when it is very busy.
A good GP practice is effectivebecause:
● doctors and other staff know what youneed to stay healthy
● staff can get the information they needso they can give you the right care
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● they check how well they do things sothey can give you better care
● staff at the GP practice work as a goodteam. They work well with staff fromother services to help you get the careyou need
● if you go to a hospital or other service,they quickly send them importantinformation about your health and care
● staff always ask you to say yes or no toyour care or treatment. This is calledconsent. Staff support you to decideabout your treatment
● you get health checks and other thingsto help you live a healthy life.
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A good GP practice is caringbecause:
● staff always treat you properly and withrespect
● staff tell you about your illness in a wayyou can understand
● staff are kind when you need help andkeep things about you private
● staff are good if you have pain, areworried or are upset
● staff help you stay healthy andindependent
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● staff help you when you are upset byyour illness and understand what youneed:
▬ as an individual
▬ to fit with your beliefs
▬ to fit with how you live
▬ to fit with your background andthings that are important to you.
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A good GP practice is responsivebecause:
● staff think about what different peopleneed. They change things in theirservice to make everyone feelcomfortable
● staff think about any needs you havebecause of:
▬ your age
▬ your disability
▬ whether you are a man or a woman
▬ your race
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▬ your religion or belief
▬ whether you are lesbian, gay, bisexualor heterosexual.
● staff make it easy to get an appointment ata time that suits you
● staff try to make sure you do not have towait a long time or have things cancelled.They tell you about any changes that couldaffect you
● it is easy to complain. Staff take yourcomplaint seriously and tell you what theywill do to make things better.
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A good GP practice is well-ledbecause:
● managers think good, safe and kindcare is important
● the GP practice is honest about how wellthey are doing
● staff listen to what you think. They usewhat you say to make the service better
● managers ask staff if they have anyworries about the practice. They look atthese things and do something aboutthem.
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What to do if there issomething that worries youabout your GP practice
Tell your GP practice manager about yourworries.
If they cannot sort it out straight away youcan make a complaint.
The law says every GP practice must have agood way to deal with complaints.
For NHS doctors
If you are not happy with how your GPpractice deals with your complaint, you cancontact the Local Government Ombudsman:
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Phone0345 015 4033
or go towww.ombudsman.org.uk
For treatment you have paid for
If you are not happy with what happenswith your complaint, you can contact theIndependent Sector ComplaintsAdjudication Service:
Phone020 3713 1746
or go towww.iscas.org.uk
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Tell us
We want to hear about what happens topeople. This helps us know what to checkand where.
We also want to know about good care at aGP practice.
See page 19 for the best way to tell us whathas happened.
Please understand that although we wantto hear about what happens to people, weare not able to sort out people’s personalcomplaints.
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How we do our checks
We talk to people who use the GP practicewe are checking and to staff. We also lookat the ways they do things at the GPpractice.
We have experts who help us with ourchecks. Some of these are called Experts byExperience. They are people who use orhave used the sorts of services we arechecking.
All GP practices must follow certain rules.When a practice does not follow them, theymust tell us what they will do to be better.
We can also:
● fine them money
● close the GP practice when it is very bad.
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How to find out what we aredoing
We have a website where you can:
● see how good we say your GP practice is
● read our last report on your GP practice
● read anything we have asked them todo to make their service better
● tell us how they treat you.
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You can also:
● ask us to send you reports when wecheck services
● get our newsletter every month
● join our internet group to help us do ourjob better.
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Contact us
By phone030 00 616 161
On our websitewww.cqc.org.uk
By postCare Quality CommissionCitygateGallowgateNewcastle upon TyneNE1 4PA
On Twitter@CareQualityComm
On Facebookwww.facebook.com/CareQualityCommission
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Hard words
bisexual - a person who fancies and loves both men and women.
effective - does a good job.
gay man - a man who fancies and loves other men.
heterosexual - a woman who fancies and loves men, a man whofancies and loves women.
requires improvement - needs to get better.
inadequate – poor / bad.
lesbian - a woman who fancies and loves other women.
outstanding – really good.
responsive – meets your needs.
social care - when people have support to live at home, in a carehome, in day centres and other places.
vulnerable - people who might be more at risk from abuse. Such aspeople who have a learning disability or are older.
well-led - managed well by good leaders and managers.
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