Haider Practice

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• 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

The responsive key question remains rated as good. One quality statement, Equity in Access, was included in this assessment. The practice was responsive to the needs of the local population. The practice used people’s feedback and other evidence to actively seek to improve access for people. The practice identified and allocated resources as required to improve inequalities and support equity of access. The telephone system at the practice was recently upgraded in an attempt to improve patient experience and access. There were systems in place to align staffing numbers with demand. This was done at a Primary Care Network (PCN) level with 2 other nearby practices under the same provider. The provider had a flexible approach to staffing levels and adjusted them as required to ensure sufficient staffing.

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 told us they obtained feedback from various sources such as the GP patient survey, Friends and Family test, feedback at consultations and informal feedback from patients. The practice analysed themes and trends from both the GP Patient Survey and the Family and Friends Survey and made further improvements. These included getting funding approved for an automated patient self-check in to ease congestion in the waiting room and changes to the neighbouring phlebotomy service so that appointments were booked rather than walk-ins. This also improved the issue of over crowding in the waiting room. The practice moved to 15-minute appointments from 10-minute which also reduced the number of patients in the waiting room. The practice told us they had introduced a cloud-based telephony system in December 2023 which provided better functionality for staff and patients. Non-clinical staff were trained in care navigation or booked onto training. They had a system in place that monitored staffing across all the clinical teams across their PCN. They monitored their staffing on a day by day and week by week basis to ensure they had good cover of GPs, nurses and ARRS (Additional Roles Reimbursement Scheme) clinicians. As a result of a revised operating model which was implemented at Haider Practice in November 2023 in response to feedback from an access survey, the practice met the changes to the GP contract with regards to patient first contact. The practice told us they were consistently providing in excess of their 70/1000 GP appointment contractual obligation. The practice told us they identified carers and reviewed the register annually and provided an annual carers review. Staff also told us that they booked patient transport for patients who were frail or housebound to support them to attend hospital appointments.

National GP Patient survey results for the practice were above the local and National averages. The percentage of respondents to the GP patient survey who responded positively to how easy it was to get through to someone at their GP practice on the phone was 85.6%. This indicator was higher than national average of 49.6% and showed a significant positive variation. The percentage of respondents to the GP patient survey who responded positively to the overall experience of making an appointment was 75.9% against a national average of 54.4%. Staff told us there was positive interaction with the Patient Participant Group (PPG) who met as part of a PCN group. The PPG met with staff from the practice virtually and were consulted for improvements to the practice. Over 100 members of the PCN PPG had attended the last session in July 2023. We saw examples of positive feedback from the practice’s Friends and Family test; for example, some patients told the practice there was an excellent and efficient service provided. We also have seen feedback describing consultations as fast and easy. Data from the practice’s Friends and Family test for January and February 2024 provided consistently positive feedback about the quality of service provided.

The practice had a non-discriminatory registration policy. Anyone in England could register and consult with a GP without charge and without producing any form of identity. Patients could access appointments by phone, online and by visiting the practice. Those who did not wish to book an appointment using the practice’s online consultation system would be aided by reception staff to be completed on their behalf. The practice ensured patients would get the same access opportunity irrespective of how they wished to book the appointments. The practice had a clear system in place for navigating and clinically triaging patients after they had requested an appointment. Appointments were available either online, face to face, telephone, or as a home visit. The practice had rapid response slots in their appointment system to ensure they could provide urgent home visits when needed. The practice used an interpreting service commissioned by the Integrated Care Board (ICB) for those that required it with double appointments booked in for these appointments. Double appointments were booked for patients that required longer appointments. A duty doctor was available in the mornings and afternoons to accommodate patients in case they had to be urgently seen on the same day and all appointments slots were booked. The practice provided extended access appointments onsite on 3 evenings a week for GPs and 1 evening a week for nurses. They had protected slots throughout weekdays for 111 direct booking. The practice held PPG meetings which they took learning from and implemented changes. Changes included the new clinical triage system and moving to 15-minute appointments.

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.