Petersgate Medical 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 data demonstrated responses to patient satisfaction with GP practice appointment times, how easy it is to get through to the practice by phone, satisfaction with the appointment offered, and with the overall experience of making an appointment were in line with the national and local averages. These were similar in performance or had a slight improvement to previous year’s results.

Results from the NHS Friends and Family Test (FFT) were reviewed and found to be positive. For example, for four months (September to December 2023) 524 people responded to the survey with an average of 91.5% positive about the practice. This is around the England average of 91%. The practice was found to have one of the highest response rates in the Primary Care Network (PCN) with response rates increasing over the last several months.

The practice undertook internal satisfaction surveys and acted on feedback, for example, a survey of cervical smear testing uptake resulted in the implementation of regular Saturday walk-in clinics, improving access for women. The practice Patient Participation Group (PPG) were active in gaining feedback and contributing to improvement initiatives.

Where any aspects of survey results were lower than expected the practice analysed these and made changes to improve. The practice had reviewed and responded to feedback and continues to make improvements.

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. We were told and saw that the practice sought and acted on feedback relating to access.