Kirby Road Surgery

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

Feedback from people, their family carers and professionals who worked closely with the service was mostly positive, with some negative feedback about the accessibility of appointment systems and the approach of some staff members.

Indicators in the GP Patient Survey published in 2023 showed lower performance data under the areas of access and patient experience. However, the practice was proactive in ensuring there was equity in access, experience and outcomes for their patients. They had carried out their own review using the same questions from the GP patient 2023 survey and had noted higher performance data.

Additionally, the practice had undertaken a patient survey with regards to cervical screening Saturday clinics, with feedback from patients noted as overwhelmingly positive.

The practice used all this feedback, as well as other people’s experiences they had collected via other channels such as, through complaints to develop systems and services to improve the patient experience. Where the feedback was negative, the practice reviewed the feedback, from whatever source, responded to the patient and where possible made changes.

There was also an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG described how managers made positive changes because of feedback, such as, working hard to narrow the time frame in which clinicians would call back patients.