OHP-Yardley Wood Health Centre

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

In the 2023 National GP Patient Survey, the practice’s results for the 4 questions on access we reviewed were below national average. Patient satisfaction with how easy it was to get through to someone on the phone was particularly low at 23% compared to the national average of 50%. Trends in patient satisfaction showed the practice had historically been below the national average over the last 5 years but had shown signs of improvement in the 2021 and 2022 surveys before falling again in 2023.

Patient feedback gathered by the practice was much more positive. Although not directly comparable to the National GP Patient Survey, monthly inhouse patient surveys undertaken by the practice showed increasing levels of satisfaction over the last 12 months which had coincided with significant changes to the appointment system and the introduction of total triage.

We recognise the pressure that practices are currently working under, and the efforts staff are making to maintain levels of access for their patients. At the same time, our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. Although we saw the practice had taken action to improve access, this was not yet reflected in the GP patient survey data.