Dr Heath Prescot 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 people’s 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 plans implemented and changes designed to improve access, patients’ experiences, and satisfaction levels. Systems implemented were evaluated for effectiveness.

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.

Patients could book appointments by telephone, online, through an App. and in person by visiting the practice. Appointments were available face to face, by telephone, online or as a home visit. Same day appointments were available, and patients could book routine appointments up to 6 weeks in advance. Pre-booked appointments were available on weekday evenings and at the weekend through an arrangement with other local GP practices. 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, pharmacists, practice nurse and a social prescriber. 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 suitable for the population need. The practice 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 audits undertaken and action plans in place.

In the 2023 National GP Patient Survey, the practice results for ease of getting through to the practice by phone were very positive and higher than the national average. Satisfaction with appointment times, satisfaction with the appointment offered and overall experience of making an appointment were in line with the national average. Patient feedback gathered by the practice was also positive. For example, 142 patients completed the Friends and Family Test in December 2023. 96% said that their experience was good or very good. Adaptations were made for 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.

The leaders demonstrated they were aware of the challenges to patient access and had acted to improve patient access. The practice created an action plan in response to the annual National GP Patient Survey results. 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. The leaders explained they provided opportunities and support for different groups of the patient population to overcome health inequalities including adjustments to the registration process and to how patients could communicate the practice. 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, asylum seekers and refugees and Travellers. They provide a clinic for hard to reach babies and mothers to offer accessibility for childhood immunisations. We heard about some changes made including availability of appointments for smear tests at convenient times for women and appointments throughout the whole day including over lunchtime and into early evening. The practice 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. However traditional methods of access were available to those who were not digitally proficient. We heard about ways that the practice was working with other local stakeholders to improve access to primary care. It was clear that improving access and patient experience was a priority. The practice reviewed data, feedback and changes made to ensure improvements would have a positive impact for their patients.

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.