The Light

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

In the 2023 National GP Patient Survey (January – April 2023), the practice’s data demonstrated responses to patient satisfaction with GP practice appointment times and satisfaction with the appointment offered were around the national and local averages and were similar in performance to previous year’s results. Responses to the question how easy it is to get through to the practice by phone were significantly worse than national average. Satisfaction with the overall experience of making an appointment was worse than the national average. The practice acknowledged this performance, had taken action and implemented changes to improve. Feedback and data demonstrated an improvement in these areas due to changes made.

The practice undertook internal satisfaction surveys and acted on feedback, for example, introduction of online and digital options for contact and appointments to reduce phone pressures.

CQC received feedback from nine patients. All were positive about the care, treatment and access. Feedback included how improvements had been made in respect of access over the last 12 months and how online systems had made a positive impact on access.

Feedback from patients regarding the EHub initiative (a same day response model of delivering online consultations at scale) demonstrated high satisfaction and improved 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 found that the practice sought and acted on feedback relating to access.