Our current view of the service
Updated
20 March 2024
Date of Assessment 17 July and 7 August 2024. GPS Healthcare has 6 sites with a patient population at the time of our assessment of 39,600, we visited 3 sites. We conducted this assessment due to receiving information of concern. We assessed 11 quality statements, across safe, responsive and well-led key questions. After 7 August 2024 further information was requested and received as part of the assessment. Overall, we found that the provider had systems and processes that kept patients safe. There were effective systems to identify and safeguard people from abuse and to effectively manage medicines. Staff were trained and skilled to provide safe care that supported patients to make choices that balanced risks of harm with positive outcomes, however some GPs had large workloads that were sometimes difficult to manage. The provider was aware that people could not always access services when they needed to. We found most of the buildings were fit for purpose, safely risk-assessed and monitored but some sites had clinical rooms that were unsuitable because they were carpeted which does not comply with infection prevention and control standards. Leaders used feedback from staff and patients to learn and improve. Most staff told us they were supported by leaders at all levels. However, some staff reported there was a culture of leaders not listening or responding to staff concerns and some staff felt there was intimidation by senior leaders. During the period of our assessment and since, the provider has undertaken work to address all these issues. We have seen evidence to support improvements in GP workloads, premises and staff engagement. The provider has implemented improvements in their appointments systems which have increased the number of GP appointment available and reduced the telephone waiting times. However this has only marginally improved patient satisfaction with overall access via phone, website or NHS App.
People's experience of the service
Updated
20 March 2024
The 2024 National GP Patient Survey showed that patient satisfaction scores were high and close to national averages for; polite and helpful receptionists, being treated with care and concern and having their needs met. However, in the national GP Patient Survey in 2024 only 19% of respondents found it easy to get through to the provider by phone. In November 2024 GPS carried out their own survey and found that this had improved to 24%, which remains very low compared to the national average of 50%. People also gave low satisfaction scores for access via the provider's website or the NHS app. The provider had identified that patient satisfaction was poor in appointment availability and phone queue times. They had implemented an access improvement plan including changes to the phone lines, online access, reception staffing and triage systems since the National GP Patient Survey. We saw evidence that the provider was continuing to monitor the impact of these changes, using this information to guide further developments. Feedback from some people to CQC was negative about accessing the practice and difficulty getting an appointment. A small number of people provided feedback of issues with prescriptions and the condition of premises. The provider had received 74 reviews on the NHS website in July 2024. Of these reviews, 51 were positive. Comments were mainly that the new online booking system was quick and effective and that the care from GP's was very good. There were 23 negative reviews which were mainly about access. The provider collected patient feedback, including through the friends and family test sent to patients following an appointment. Between June 2023 and May 2024, 1,615 patients had responded to the survey. Of those responding, 51% had commented that their overall experience was very good or good. There was an active patient participation group (PPG) who represented the views of patients, representatives told us managers made changes based on feedback.