Benim 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, under the key question Responsive and found: The practice had organised services to meet patients’ needs. The practice used peoples feedback and other evidence to actively seek and improve access for people. Services were designed to make them accessible and timely for people including those most likely to have difficulty accessing care. The provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieved equity of access. The practice monitored data and feedback related to patient’s experiences when accessing care at the service. Where negative feedback was received or opportunities to improve were identified, the practice responded with changes designed to improve access and, patients’ experiences and satisfaction levels. Some of the new systems introduced had been reviewed and evaluated at local and network level and found to be working well.

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. Leaders explained they provided opportunities and support for different groups of the patient population to overcome health inequalities. For example, the GP provided a service for temporary residents of a nearby drug rehabilitation unit. The practice had access to a rapid response palliative care service and provided home visits to patients who were unable to leave their homes. The practice had worked with the local Primary Care Network (PCN) to implement an extended access service to their patients. The leaders promoted the use of their website and online consultation service to improve access and had available online booking of appointments as well as offering online consultations and video consultations. However traditional methods of access were available to those who were not digitally proficient. Feedback from staff demonstrated people in vulnerable circumstances were easily able to register with the practice, including those with no fixed abode such as homeless people and temporary residents. We heard about some changes that had been made to improve access including: the introduction of a clinical Triage system and extended access service. 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. 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 such as the local Primary Care Network (PCN) to improve access to primary care. It was clear that improving access and patient experience was a priority.

In the 2023 National GP Patient Survey, the practice results for ease of getting through to the practice by phone, appointment offered and overall experience of making an appointment were in line with the national average. Satisfaction with GP practice appointment times was positive and above national and local average. Adaptations were made and services offered for those whose first language was not English and patients who had information and communication needs related to a disability, impairment or sensory loss. The practice was accessible to patients with reduced mobility, baby and mothers and those who were hard of hearing. We found the leaders had responded to patient feedback and were making improvements.

Patients could book appointments by telephone, online, and in person by visiting the practice. Appointments were available face to face, by telephone, online or as a home visit. Same day and pre bookable appointments were available. Appointments with GPs were available on weekdays 8.00am to 6.30pm. Pre-bookable appointments were available on weekday evenings and at the weekend through an extended access arrangement with other local GP practices in the PCN. The practice had arrangements in place for prioritising patients. Staff were trained and supported by documented protocols to book appointments with members of the practice clinical team or signpost patients to other appropriate services. The practice offered appointments from a variety of clinical staff for example the health care assistant, physician’s associate, pharmacists, practice nurse, social prescriber and a health and wellbeing coach. Housebound patients were offered a routine proactive care review at home visit with a GP. Information on how to access care out of normal GP hours was available on the telephone message system, online and at the practice. We saw evidence that the number of available clinician appointments offered each week was varied and suitable for the population need. The practice had implemented changes to processes resulting in improvement in access. In 2022 a new telephone triage system had been introduced. When introducing the telephone triage system, the practice had ensured that patients could still access face to face appointments and with the preferred clinician of their choice. The leader explained that feedback from patients was continually monitored. We were told that feedback from the NHS Friends and Family Test and the national GP patient survey were gathered, reviewed and acted upon. We saw evidence that the implementation of the extended access service had been reviewed and feedback obtained from patients including from the Patient Participation Group (PPG)

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.