Abbey Wood 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

We carried out an announced assessment of one quality statement, equity of access, on 2 February 2024. We found that: • services were designed to make them accessible for people most likely to have difficulty accessing care. • leaders used feedback from staff and patients to improve access.

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 reviewed national GP patient survey data, comments received directly by CQC and spoke to patients at the practice. We found that patient feedback was mostly positive about the service received and access to appointments.

Leaders and staff demonstrated they were aware of the challenges to patient access and had acted to improve it. For example, the practice supported patients who did not speak English to complete registration forms and access appointments. People with no fixed abode were able to register with the practice, including asylum seekers and people who were homeless. The practice had worked with the local Traveller community to develop relationships and ensure services were accessible. Staff at the practice told us they found it difficult to collect patient feedback as practice surveys and the friends and family test had low response rates. We saw complaints were discussed in practice meetings and used to drive improvement. For example, patients had said they would like to be given a specific time for their telephone triage appointment. Practice staff told us patients would be called multiple times and could request a window of time which the practice would try to accommodate.

Patients could book appointments via telephone, online and in person by visiting the practice. Appointments were triaged over the telephone by a GP and a face to face appointment would be offered if appropriate. Home visits could also be requested. On the day of our assessment we reviewed the practice’s appointment system and saw appointments were available for the following day with a GP and a nurse. Appointments were available between 8am to 6.30pm on weekdays. Patients could also contact the practice to make appointments through the extended access hub until 8pm on weekdays, between 8am to 8pm on Saturdays and 8am to 6pm on Sundays. The practice had systems for prioritising patients. Reception staff had received training in care navigation and there was a duty doctor who could be contacted if staff had concerns about a patient.

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.