OHP-Church Road Surgery

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 for access was below national averages in most areas. In particular, with how easy it was to get through to someone at the GP practice on the phone. This had been identified as an area for improvement in a previous CQC inspection and data provided by the practice still showed a significant number of calls not answered despite actions being taken to identify and increase capacity on the phones during busy times. However, there had been some improvement in relation to access questions overall in the National GP Patient Survey from the previous year.

Patient feedback gathered by the practice through inhouse surveys and other sources was more positive, and additional comments received indicated some improvements in the service, however there were still a number of negative comments relating to access. Results from this feedback gathered cannot be compared directly to the National GP Patient Survey.

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 GP patient survey data or other sources of patient feedback.