Archived: Gladstone Medical Centre

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 of access, on 28 March 2024. We found the practice designed services to support patients who may find it difficult to access care. We saw evidence the practice had taken steps to collect and act on patient feedback. The provider monitored systems and processes and made changes to an attempt to improve access for patients.

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.

We saw evidence the provider collected feedback from patients, and acted on this feedback. For example some patients said they found it difficult to make an appointment. We saw evidence the provider monitored their system to make improvements to access at the practice. The practice utilised staff who were not GPs to complete some tasks that have previously been allocated to GPs. For example, trained administrative staff drafted certain patient letters. The provider also used a computer system which was programmed to manage normal blood test results. This allowed GPs more time for patient care. The provider shared data with us comparing the number of available pharmacist appointments in January and February 2023 with the number of pharmacist appointments in January and February 2024. There were 40 available pharmacist appointments in January 2023 and 88 in February 2023. This had increased to 385 in January 2024 and 306 in February 2024. Patients could access these appointments for discussions regarding medicines, repeat prescriptions or sick notes. The provider told us that patients without a fixed abode, such as people that were homeless or asylum seekers, could register with the practice without proof of address. Staff at the practice had access to translation services to support patients who did not speak English. We were told the ground floor of the practice was accessible to people using wheelchairs or mobility scooters. There wasn’t a lift to the first floor, however patients who found it difficult to use the stairs would be seen by a clinician on the ground floor. Where patients had preference of the gender of their GP, the practice were respectful and flexible to accommodate the patient’s preference.

Patients could make appointments with the practice via telephone, online, or in person. Appointments could be pre-booked or made for the same day, depending on the patient’s preference and concern. Walk-in clinics were available on Monday, Wednesday and Thursday to support patients who preferred this type of appointment. Additional appointments were available via the extended access hub. Some appointments were available for self-booking, including blood tests, immunisations and cervical screening tests. Patients were usually offered a face-to-face appointment first, however telephone appointments were also available if requested and suitable for the patient. Administrative staff had received training to enable them to direct the patient to the most appropriate healthcare professional for their needs. The practice was open from 7am to 6.30pm on Monday, and from 7.30am to 6.30pm Tuesday to Friday. Out of hours services were provided by NHS 111.

The national GP patient survey in 2023 showed higher than average satisfaction regarding the practice’s appointment times and lower than average satisfaction regarding the appointment types offered. Satisfaction with access via telephone and the experience of making an appointment was in line with national averages. Data showed a deterioration in patient satisfaction scores between 2021 and 2023. There was 1 comment shared directly with CQC which referenced long waits following an online request. There were 3 reviews on the NHS website. Two reviews were positive about the service and 1 review gave mixed feedback. Positive feedback referred to an efficient online appointment request system and positive interactions with practice staff. Negative feedback referred to the administrative processes. The practice had responded to all comments, thanking patients for the feedback, and where appropriate, explaining the practice’s processes. Feedback directly from patients was positive about access to the service. We were told that patients could access the care they needed and patients had options regarding how they accessed care. We heard that patients were asked for their feedback and felt listened to when raising concerns.

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.