Woodlands Medical 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

We found that the practice had organised services to meet patients’ needs, particularly those who were most likely to have difficulty accessing care. The practice monitored data and feedback related to patient’s experiences when accessing care at the service. Where negative feedback was received or opportunities to improve were identified, the practice responded with changes designed to improve access and, patients’ experiences and satisfaction levels. The provider made information available informing patients of how they could access the service. Reasonable adjustments had been made to ensure the premises were accessible to patients with a range of needs. The provider was aware of the requirements to meet the ‘Accessible information standards’. The patient record system was used to alert staff to any particular communication needs of the patient so that staff could then communicate effectively with the patient and ensure they received information that could meet their individual needs. Information could be made available in alternative languages and formats including easy read materials. Translation services were available to patients who required these and longer appointments were booked for patients who required the services of an interpreter. Designated members of staff supported patients who were vulnerable. For example, a member of the team supported patients with a learning disability to access the service and they ensured that easy read care plans were sent to the person by post.

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.

Improving access and patient experience was a priority for the leadership team. Leaders demonstrated they were aware of the challenges to patient access and they had acted to improve patient experience of accessing the service. They reviewed data and feedback and made changes to how people could access the service to improve patient experience. The provider told us how they provided opportunities and support for different groups of the patient population to overcome health inequalities. This included ensuring that reasonable adjustments had been made to the premises and ensuring that the standards for provide accessible information were met. Feedback from staff demonstrated that people in vulnerable circumstances were easily able to register with the practice. The practice promoted the use of their website and online consultation service to improve access and had available online booking of appointments as well as offering online consultations. We heard about ways that the practice was working with other local stakeholders and the primary care network and local GP federation to improve access to primary care.

Patient feedback about their experience accessing the practice and making an appointment was good overall. The practice received similar to and higher than local and national average scores for patient satisfaction in the GP national patient survey 2023. Patient feedback gathered as part of a recent locality wide survey was positive. With 74% of patients being satisfied with telephone access, 90% satisfied with the appointments provided and 82% describing their overall experience of the practice as ‘very good’. The results of the NHS Friends and Family test for December 2023 showed that 94% of patients reported that their experience of the practice as ‘good’ or ‘very good’. Patient feedback on the NHS website for two reviews posted over past 12 months was positive and patients had given the practice a rating of five out of five stars. We received feedback from six patients in our ‘Give feedback on care’ link that was shared with a proportion of patients as part of this assessment process. The feedback we received was positive in all six responses. The practice maintained a register of patients whose circumstances may make them vulnerable so that they could be easily identified, and services provided to meet their needs. For example, through prioritising appointments, providing health checks and regular reviews of care and treatment. The practice was responsive to the needs of older patients and offered home visits and urgent appointments for those with enhanced needs and complex medical issues. We were told and saw that the practice sought and acted on feedback relating to access and the provider worked to provide equality of access to patients.

The provider had systems in place to regularly monitor patient access, demand for appointments and the provision of appointments. The practice used an internet based telephone system to manage access and appointments and regular reports relating to call numbers was available as part of this system. The provider used data from this to plan resources, for example, by increasing the number of appointments provided at peak times during the week or by increasing the number of staff managing incoming calls in response to periods of high call volumes. The provider’s website provided advise for patients on how they could book an appointment. Patients could request an appointment through a range of options, for example through phoning the practice, visiting the practice, using the on-line appointment system or using the on-line consultation service. Information about how patients could access the service was displayed in the practice and was available on the provider’s website. Appointments were available face to face, by telephone, online or as a home visit. Same day and pre bookable in advance appointments were available. Appointments were available on weekday evenings and weekends through an extended access service provided by a federation of GP within the locality. The practice had arrangements in place for prioritising patients. Staff were trained in care navigation and were supported by protocols for booking appointments with members of the practice clinical team or signposting patients to other appropriate services. The practice offered appointments from a variety of clinical staff for example GPs, physician associate, first contact physiotherapist, practice nurse and healthcare assistants. The practice also hosted GPs in training.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.