Cardinal Medical Practice

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

The provider shared details of our Give Feedback on Care (GFC) process on their website. We also reviewed people’s feedback from Healthwatch Suffolk and the NHS website. Feedback was mainly positive in relation to the attitude of clinical and non-clinical staff and clinical care and treatment. Feedback was mixed regarding access to appointments and the management of care and treatment. We spoke with representatives from 3 care homes. Overall feedback was positive, particularly in relation to access, care and treatment received, staff knowledge and their kind and caring approach. 1 representative told us end of life care was good but could be more proactive.

We reviewed the National GP patient survey, published in July 2024. The 2 indicators for access were below the England average. Of the 5 indicators for people’s experience, 3 were in line with the England average and 2 were below the England average. The practice collected feedback from the friends and family test. In the previous 12 months, 70% of people responded good or very good to their experience of the service.

There was an active Patient Participation Group (PPG) of around 13 people, who met face to face with a GP Partner and the General Manager every 2 months. They represented the views of people who used the practice and described themselves as ‘critical friends’. A PPG representative described how practice leaders listened to and acted on most of the feedback shared. They shared positive responses they had received about how the Access and Digital Care Co-ordinator proactively obtained feedback from people about their experiences and offered practical support to all people, including those who were digitally excluded. Feedback from other PPG members was positive regarding access improvements the practice had made.