Bewick Crescent Surgery

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

The National GP Patient Survey was below the national average for telephone access, appointment times and satisfaction with making an appointment. The practice was above the national average for satisfaction with the appointment offered. The practice had reviewed and responded to the feedback and was monitoring patient satisfaction with access through patient surveys and through their work with the Patient Participation Group (PPG).

Patient feedback gathered by the practice was more positive, including feedback gathered after improvements, such as a new telephone system. However, this feedback cannot be directly compared to the National GP Patient Survey. CQC had feedback from 19 patients. Overall, comments were positive. Sixteen comments were positive and included information to indicate good access, 3 comments were negative and included information about difficulty accessing the service for appointments.

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 was attempting to improve access, this was not yet reflected in the National GP Patient Survey data.