Cedar 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

On 22 January 2024 we carried out an announced assessment of the equity of access part of the responsive key question. Patient satisfaction (as measured by the 2023 National GP Patient Survey) with getting through to the practice by phone was above average and satisfaction with the appointment offered was slightly below average. Satisfaction with other aspects of access was in line with average. The practice had used feedback and other information to try to optimise patient access. Since the last inspection, the practice had made some significant changes to the information available for patients and to systems and processes, which had improved the service and gave the practice much better data about what patients needed. These improvements were made after the last National GP Patient Survey results. Feedback collected by the practice was generally positive, and we were contacted by 7 patients who were positive about the practice. The practice continued to monitor and make improvements.

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.

Leaders and staff demonstrated they were aware of the challenges to patient access and had acted to improve it. The practice created an action plan in response to the annual National GP Patient Survey results and made other changes based on feedback they collected. We heard about changes made including: the complete re-design of the practice website to make it easier for patients to access the information they need, the introduction of a form on the website for patients to use to request an appointment or completion of an admin task and work to improve patient knowledge of other ways to receive treatment, including from local pharmacies, and of the different clinical staff in the practice. We were told how these changes were assessed to make sure patients were not disadvantaged and how the impact of the changes was being monitored. Staff told us about how new ways of reviewing data had led to changes in the services delivered. We heard how the practice provided opportunities and support for different groups of patient population to overcome health inequalities, including adjustments to the registration and to how patients could communicate the practice. We heard about ways that the practice was working with other local stakeholders to improve access to primary care.

Patients could book appointments by telephone, online, and in person by visiting the practice. Patients could ask for administrative requests to be completed by filling in a form on the practice website. Appointments were available face to face, by telephone, or as a home visit. Same day appointments were available and patients could also book routine appointments in advance. Appointments were available 8am – 11.45am and 3.30pm – 6pm Monday to Friday. There was a duty doctor available 8.00am - 6.30pm, Monday to Friday. Pre-booked appointments were available on weekday evenings and at the weekend through an arrangement with other local GP practices. 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 and were supported to this by documented protocols and access to a duty doctor. Appointments were available with GPs, nurse practitioners, practice nurses, healthcare assistants and a paramedic. There was also a first contact physio, pharmacist, mental health worker, social prescriber, counsellor and a health and well-being coach. Services were adjusted based on data about when demand was highest, for example with extra GP cover added on Mondays and Tuesdays. The practice provided opportunities and support for different groups of patient population to overcome health inequalities, including patients with complex mental health problems, asylum seekers, people who are housebound, people whose first language is not English, and worked with other services locally to reduce barriers to improved health.

In the 2023 National GP Patient Survey satisfaction with getting through to the practice by phone was above average (74% responded positively, compared to an England average of 50%). Satisfaction with the appointment offered was slightly below average at 55%, compared to an England average of 72%. This was an improvement from 51% in 2022. Satisfaction with other aspects of access was in line with average. The practice collected feedback from patients using the Family and Friends Test and published the results on its website. In January 2024 90% of patients said that their overall experience was good or very good. 7 patients contacted us to give feedback, and all were positive about the practice.

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.