Ashville Medical Practice PMS 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 carried out an announced assessment of one quality statement, ‘Equity in access’ on 19 March 2024. We found that the practice had organised services to meet patients’ needs, particularly those who were most likely to have difficulty accessing care. The provider used feedback from patients and other information to monitor and improve access. Services were designed to make them accessible and timely, including for people who were most likely to have difficulty accessing care. The provider prioritised and allocated resources to tackle inequalities and achieve equity of 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.

The practice used an internet based telephone system to manage access and appointments. They used information and data from this to inform staffing requirements and to flex capacity in response to demand. 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. Appointments were available face to face, by telephone, or as a home visit. Same day appointments were available, and patients could book routine appointments up to 2 weeks in advance. The provider told us they saw the majority of patients on the same day. The practice had arrangements in place for prioritising patients. Staff were trained to book appointments with members of the practice clinical team or signpost patients to other appropriate services. The practice had an established clinical team and offered appointments from a variety of clinical staff for example, GPs, advanced nurse practitioner (ANP), practice nurses, nursing associate, physiotherapists and pharmacists. Other staff roles included a health and wellbeing practitioner and care co-ordinators. 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 received similar to or higher than average patient satisfaction scores relating to access in the 2023 national GP patient survey. For example, 55% of patients responded positively to their experience of getting through to the practice by phone compared to a national average of 49%. Patient satisfaction with their overall experience of making an appointment was 61% compared to the national average of 54%. Satisfaction with appointments times was 70% compared to the national average of 52% and satisfaction with appointment offered was 89% compared to a national average of 72%. The provider had also carried out a patient satisfaction survey in August 2023 with regards to access and the results of this were positive. 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. Information could be made available in alternative languages and formats including easy read materials and large print. The premises were accessible to patients with mobility needs as reasonable adjustments had been made to accommodate people’s needs. The provider adapted the way services were provided in order to be responsive to patient's needs. For example, the support provided to people with a learning disability included the provision of longer appointments, home visits if more appropriate and the development of individual care and treatment plans. Staff had undergone training in supporting people with a learning disability.

The provider understood the needs of the local patient population and services had been developed in response to these. The provider was aware of the challenges to patient access and had acted to improve patient access. Support was provided to meet the individual needs of the patients so as to overcome health inequalities. For example, services for people with a learning disability were structured so at to meet the individual needs of the person with appointment provision, home visits and care plans. The leaders promoted the use of their website and online consultation service to improve access and patients could use an online service to book appointments. People in vulnerable circumstances were easily able to register with the practice, including those with no fixed abode such as homeless people and Travellers. We heard about ways that the practice was working with other local stakeholders to improve access. For example, through working within the primary care network (PCN). It was clear throughout the assessment process that improving access and patient experience was a priority for the provider. The provider had monitored and reviewed data relating to access and had made improvements that they believed would have the biggest impact for their patients. The provider had implemented changes to how the service was delivered in order to improve patient experience.

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.