Updated 21 May 2024
Assessment date: 11 April 2024 to 29 July 2024. Lisson Grove provides primary medical services to people living in the Mutley area of Plymouth. They also has a branch medical centre in Woolwell which is located on the outskirts of Plymouth. There were 13,545 people registered with the service at the time of our assessment. We conducted this assessment in response to CQC receiving information of concern. We assessed 2 quality statements “equity in access” and “listening and involving people” in the Key Question "Responsive" and 2 quality statements “safe and effective staffing” and “processes” in the Key Question “Safe”. At this assessment, people found the staff generally helpful and professional and GP appointments, reassuring. However, service provision did not meet the needs of the whole population. There was a lack of governance in relation to managing staff, record keeping, quality and safety assurances and patient participation in service planning and delivery. Patients found it difficult to make a face to face appointment with a doctor when needed.