Your Health Partnership (YHP) Also known as YHP-Regis 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 found while the provider had made recent improvements to how people could access a clinician, these improvements had not been in place long enough to be able to judge any success. We found leaders and staff had not made sufficient and timely improvements to impact in a positive way people accessing a GP. As a result our rating for this key question was requires improvement.

This service scored 50 (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.

People told us that they could not always get access to a GP and at times could be on the telephone for some time, on hold for over an hour just waiting to then be told there were no more appointments left. People told us this was a very stressful experience, and reception staff made the situation worse by not being supportive. However, during this assessment process some people told us this had improved over recent months, and some people felt given more time they would find the experience of trying to access a GP to be less stressful. The provider told us they had made improvements to the access system in July 2024 and what we found during the assessment that the improvements, while positive needed more time in order for people and the provider to be assured the improvements made would be successful.

We found from what staff and leaders told us that there were problems with access arrangements in place for people to access a GP. The complaints they had received, and the difficulties being experienced identified the process needed to be improved. Staff were facing issues daily with people struggling to access a GP and the pressure this had put on staff when dealing with people over the telephone and the subsequent complaints as a result. People queueing outside of a GP practice, or the length of call queues on the telephone all suggested the process was not working. It was clear the leaders understood the problem and had carried out wide ranging focus groups and surveys to understand what patients required to improve this and since July 2024 had been implementing the improvements. Since the implementation complaints had reduced. Staff told us patient had not been complaining as much.

The provider had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and travellers. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet. The provider’s access arrangements struggled to ensure people could use it successfully to access a GP. In July 2024 the process for accessing a GP was changed to reduce the difficulties people had to access a GP. The process will need to be evaluated over time so the provider can assure themselves the new access system worked.

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.