Castletown 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

At our previous inspection, the practice was rated Good for providing a responsive service. At this assessment we have rated the practice as good for providing a responsive service. Data from the National GP Patient Survey showed that results for accessing the practice were similar to national averages. There were systems in place to manage appointment and complaints had been responded to.

This service scored 71 (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.

From the National GP Patient Survey patients told us; The percentage of respondents to the GP patient survey who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them was (01/01/2023 to 30/04/2023) was 71.2% compared to the national average of 85%.

We discussed complaints with the provider at the practice they explained the process and showed us examples of complaints which had been dealt with and responded to.

We saw the practice complaint policy which was sent to us after our site visit. However, we were concerned that complaints were not discussed or in the minutes of the 3 examples of minutes of practice meetings provided to us.

We reviewed the practice's results in the National GP Patient Survey (01/01/2023 to 30/04/2023) and saw that results were similar to the national averages. For example, Patients who responded positively to how easy it was to get through to someone at their GP practice on the phone was 66% - the national average 49.6%. Patients who were very satisfied or fairly satisfied with their GP practice appointment times was 43% – the national average 52.8%. We received one complaint in the last 12 months about a patient not being able to obtain an appointment.

The practice manager explained to us about how the appointment system worked, there were GP face to face appointments available 10am to 12.30pm and then 4 to 6pm. Requests for home visits were triaged for suitability. Children under 5 were prioritised. There was a text system for repeat prescriptions, if patients could not use this the practice accepted requests via the telephone.

There were systems in place to manage demand and access to appointments. The GP could monitor face to face, online, telephone or home visits. The practice had access to a mental health practitioner with who appointments could be made and the practice could make referrals to physiotherapy.

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.