Wood Lane Medical Centre

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

- The GP Patient Survey results for 2023 revealed patients at the practice were generally happy with the care provided. Patients had confidence and trust in staff that treated them for their clinical needs. - The practice had policies and process in place to manage the delivery of clinical care in a timely manner. - Patient’s needs were assessed, and care and treatment was delivered in line with current legislation and guidance.

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.

The GP patient survey carried out from January to March 2023 for Wood Lane Medical Centre, received 120 responses. There were no specific questions asked as part of the survey about the practice assessment of patient needs. The survey revealed 95% of patients stated they had confidence and trust in the healthcare professional seen at their most recent appointment. 78% of patients said the healthcare professional they saw or spoke to (at their last appointment) was good at treating them with care and concern. Finally, 97% of patients stated their needs were met at their last appointment at the practice. These figures were comparable to/higher than scores obtained by other local GP practices whose patients were asked the same questions regarding services provided at their practice. CQC received patient feedback from four users of the service in the 12 months prior to our assessment and site visit. The practice provided us with a copy of their complaints log. We saw the practice had received 26 concerns/complaints from 14 February 2023 to 14 February 2024, eight complaints listed on the log were related to assessment of needs. CQC did not speak to patients on the day of the site visit.

Leaders explained how patients’ immediate and ongoing needs were fully assessed and treatment regularly reviewed and updated. This included reviewing clinical needs as well as mental and physical wellbeing. Patients presenting with symptoms which could indicate serious illness were followed up in a timely and appropriate way. Staff explained the ‘call and recall’ policy for patients who required chronic disease management, cervical screening tests, childhood immunisations, or those who took certain medicines requiring regular blood tests. The process included a step for a text message to be sent to patients on the recall list to book a review. In the event a patient did not respond to this message, the practice would contact the patient through other channels, for instant by telephone. In cases where patients still failed to respond, staff told us smaller amounts of a medicine would be prescribed in order to encourage patients to contact the practice. Leaders and staff explained that all abnormal blood tests were followed up and they had a protocol for workflow, emails, post and test results in place. Leaders explained patients were told when they needed to seek further help and what to do if their condition deteriorated.

As part of this assessment and inspection, set clinical record searches were undertaken by a CQC GP specialist advisor. A sample of the records of patients with long term health conditions were checked to ensure required monitoring was taking place. We reviewed a sample of patients records with long-term conditions to see if these patients were being monitored in accordance with national guidelines. These searches were visible to the practice. One of the searches looked at patients diagnosed with diabetes who had a blood glucose level of 75mmol or above, from which we identified 119 patients within our search category. We reviewed 5 patient records and found all had the correct monitoring. Another search looked at patients diagnosed with chronic kidney disease, to ensure these patients were being monitored in accordance with national guidelines. We identified 39 patients with this disease of which 10 had not received a recent check for high or low levels of electrolytes (usually identified by blood tests). We looked at 5 patient records and found the correct monitoring of four patients was being completed by other care providers within secondary care. The remaining patient had not been contactable by the practice during the previous year despite numerous attempts. A third search focused on patients with hypothyroidism, where we identified 30 out of 360 patients who may not have had the correct monitoring. We looked at five patient records and identified all had not received monitoring in accordance with national guidelines. All five patients were overdue monitoring and medicines review. We spoke with the lead GP at the practice regarding our findings relating to this clinical search on the day of the assessment. The following day, the practice provided the inspection team with an explanatory note of what actions they had taken in relation to patient records we had identified as not having the correct monitoring part of our clinical records.

We did not look at Delivering evidence-based care and treatment during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at How staff, teams and services work together during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Supporting people to live healthier lives during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Monitoring and improving outcomes during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Consent to care and treatment during this assessment. The score for this quality statement is based on the previous rating for Effective.