Kennet Surgery in Reading has been praised for providing translated group education sessions on diabetes to Nepalese patients, after it was officially inspected in November 2019.
In a report published on 20 December 2019, the Care Quality Commission (CQC) said it had given the surgery an overall ‘good’ rating, as well as noting one area of ‘outstanding practice’ in the efforts it had made to address the high diabetes rates among its patient population (see box).
How the surgery is helping patients with diabetes
Around 9% of patients at Kennet Surgery have diabetes, the highest locally. Doctors have tackled this by:
• becoming involved in a local Nepalese diabetes project, offering group consultations and a translated education course
• communicating with patients who do not speak English as a first language via translators, translated written communication and using staff members who spoke the patients’ languages, to book patients’ appointments
• holding regular discussions with a community diabetes consultant and diabetes specialist nursing team to review performance and discuss further improvements.
The practice had also taken steps to improve communication generally with patients who did not speak English as a first language, by putting up information on a waiting room noticeboard about the 11 staff members at the surgery who could speak other languages such as Hindi, Punjabi, Urdu, Konkani and British Sign Language.
At the reception desk, there were translated cards for Nepalese people to use to request an interpreter during their appointment, and the practice telephone answering system was recorded in English and Hindi to explain to people how to get medical help when the surgery was closed.
The CQC said its inspection showed the surgery was rated good for all five key areas it checked: being safe, effective, responsive, caring and well-led.
The CQC is the national independent body that checks whether health and social care services are meeting their legal quality duties, and can order improvements where necessary.