The James Street Family Practice

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 for 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 national averages. These were similar in performance to previous year’s results.

Results from the NHS Friends and Family Test (FFT) were reviewed and found to be around the England average. For example, for the months November 2023 to January 2024 111 people responded to the survey with an average of 92% positive about the practice (England average is 91%).

The practice undertook internal satisfaction surveys and acted on feedback, for example, front door access improvement. CQC received feedback from nine patients, six of these included positive comments in respect of care treatment and access.

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.