Bousfield Health Centre

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

People gave mixed feedback about the quality of their care and treatment. Recent survey results, including from the National GP Patient Survey indicated patients were less satisfied with areas such as being involved in decisions about care, contact with the practice, being offered choice with their appointment. More positive results were in areas such as having enough support with their illnesses, healthcare professionals were good at listening to them, having confidence in them and treating them with care and concern. Results showed that while there had been an increase for the practice for patients finding it easy to get through on the phone, this was still below the England and local averages.

Overall, the practice had improved results for patients saying their overall experience of this GP practice was good. The NHS Friends and Family Test showed people were satisfied with services. There was an Patient Participation group (PPG) who represented the views of people using the service. The provider gathered patient feedback across November 2023 via SMS messaging, feedback cards and reviewing on-line feedback and mostly these results were positive about patient experiences. During our assessment we spoke with members of the PPG and they described how feedback from patients had greatly improved since the last inspection. They reported patients had fed back to them that they experienced a shorter waiting time on the telephone, they had continuity of care with their clinical staff who were caring and supportive. Patients fed back that reception staff now addressed themselves by name, which they found easier to follow up when issues were raised. Patients felt listened to and when suggestions for improvements were made, this was responded to with appropriate actions taken by the practice.