- GP practice
East Cliff Medical Practice
Report from 28 February 2024 assessment
Contents
Ratings
Our view of the service
The practice was last inspected 11 November 2021 and rated good. We carried out an announced assessment of one quality statement, Equity of Access, under the key question Responsive at East Cliff Medical Practice on the 7 March 2024. Responsive assessments are remote focused reviews to help us understand what practices are doing to try to meet patient demand and the current experience of people who use these services and of providers. The responsive key question is still rated as good. The service remains rated as good overall. We recognise the commitment and often innovative work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know colleagues are doing this while demand for general practice remains exceptionally high, with more appointments being provided than ever. In this challenging context, access to general practice remains a concern for people. These assessments of the quality statement Equity in Access in the responsive key question includes looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement. People can access services when they need to, without physical or digital barriers, including out of normal hours and in an emergency. People are given support to overcome barriers to ensure equal access. The practice understood the challenges to patient access and responded to patient needs.
People's experience of this service
The GP patient survey data regarding access was below the local and/or national England average for some indicators. The practice had reviewed and responded to the GP patient survey data and had taken action to improve including introducing a cloud based call waiting service to assist in managing more efficiently the high volume of incoming calls. They have also identified and invested in supporting services for vulnerable patient groups. Reception staff have received resilience training and care navigation to improve patient experience and improve their outcomes. Friends and Family data was positive regarding the services with 95% of respondents during December 2023 and January 2024 reporting a very good or good service. The practice also conducted their own patient survey to understand their experiences of making appointments, 95% of respondents reported it to be good or very good. Patients reported high levels of satisfaction when using the EConsult system.