The Marshside Surgery

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 leaders used people’s feedback and other evidence to actively seek to improve access for people. Services were designed to make them accessible and timely for people who were most likely to have difficulty accessing care. The provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of access. The Responsive key question remains rated as good.

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 reviewed the practice's results in the 2023 national GP patient survey taken from 1 January to 31 March 2023. This showed that results to the following survey questions were above or in line with the national averages for these questions: how easy it is to get through to someone at their GP practice on the phone; how satisfied are you with GP practice appointment times; how satisfied were you with the appointment you were offered and overall experience of making an appointment. Patient feedback gathered by the practice was also positive. For example, of 68 patients who completed the Friends and Family Test in December 2023, 64 (94%) responded positively. Of 120 patients who completed the Friends and Family Test in January 2024, 114 (95%) responded positively. Of 100 patients who completed the Friends and Family Test in February 2024, 98 (98%) responded positively. We did not receive any direct feedback from patients about the service. The practice had an active Patient Participation Group. Patients had access to an interpretation service for patients whom English language was not their first language or had other communication needs. The practice was accessible to patients with mobility needs. We found the leaders had responded to patient feedback and were taking action to make improvements.

The practice website provided information for patients regarding how to book an appointment. Patient appointments were available Monday to Friday 8am to 6.30pm either online, face to face, telephone, or as a home visit when appropriate. Patients could book appointments by telephone, online, attending the practice in person and could also submit requests online via the practice website. Patients could book routine appointments up to 8 weeks in advance depending on the type of appointment. Same-day appointments were available when required. Pre-booked appointments were available on weekday evenings 5pm to 8pm and weekends 9am to midday through an arrangement with other local GP practices. The practice monitored demand and capacity regarding their telephone and appointment system, the availability of appointments and staff on a daily basis. The practice used a triage system to ensure urgent clinical needs were met and that patients were directed to see the most appropriate clinician. Patients who required an emergency appointment were seen the same day. The practice offered appointments from a variety of clinical staff for example the GP, practice nurse and mental health practitioner. Staff had completed care navigation training and the practice had designed and implemented a triage protocol for staff to follow. The protocol included what was an urgent priority and how to respond.

The practice understood the needs of its local population and had developed services in response to those needs. Feedback from staff demonstrated people in vulnerable circumstances were able to register with the practice, including those with no fixed abode. The practice provided opportunities and support for different groups of patient population to overcome health inequalities. The practice told us all staff had undertaken training on learning disability and autism. This training aimed to equip them to meet the needs of people using the service.

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.