Bredbury Medical Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We carried out an announced assessment of one quality statement, equity of access, under the key question Responsive and found: The provider had organised services to meet people’s needs and used their feedback and other evidence to seek and improve access for their patient population. Services were designed to make them accessible and timely for people including those most likely to have difficulty accessing the service. The practice prioritised, allocated resources and developed opportunities as needed to tackle inequalities and to achieve equity of access. The practice routinely monitored demand and capacity regarding access arrangements and had established systems to enable the ongoing analysis of appointments and call data and to seek feedback from people to learn more about their experiences when accessing the service. The responsive key question remains rated as good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

In the 2023 National GP Patient Survey, the practice’s data demonstrated that patient satisfaction with GP practice appointment times, how easy it was to get through to the practice by phone, satisfaction with the appointments offered and the overall experience of making an appointment was positive. The data for these indicators highlighted that the performance achieved by the practice was higher than both the national and local averages. Prior to our assessment, we invited the practice to contact a sample of patients on our behalf so that people could give feedback on their experience regarding access. We received feedback from 18 patients of which 13 directly related to access. All 13 responses were positive. The practice encouraged patients/ patient representatives to provide feedback on their experience via feedback slips in the waiting room, the NHS Friends and Family Test (FFT) and the patient participation group. Results for the FFT data was reviewed for the period August 2023 to January 2024. During this period, the results for the practice indicated that people were overall positive about their experience. For example, in January 2024, 89 people responded to the survey of which 83 people reported that they were very satisfied with their experience and 6 were somewhat satisfied.

The practice website provided key information for patients regarding how to book an appointment. Patient appointments were available via phone, face to face at the surgery, video call or as a home visit when appropriate. Appointments could be requested on-line, by phone, in person or by text or email. Information regarding extended access appointments and how to access out of hours support was also displayed on the practice website. Same day and pre-bookable appointments were available subject to individual needs. Patients could book appointments up to two weeks in advance. The practice offered appointments with a variety of clinical staff for example, doctors, a practice nurse and a health care assistant. Staff were trained in care navigation and their competency was monitored by one the GPs periodically. Plans were in place to train the care navigators in reception triage. Guidance/flow charts for triaging patients had been developed to assist staff in the triage process, ready for implementation in April 2024. The practice routinely monitored demand and capacity regarding their telephone and appointment system, including the availability of appointments and staffing resources required.

Practice leaders demonstrated that they were mindful of the challenges to patient access and that they understood the diverse needs of their local population. Feedback from leaders confirmed people in vulnerable circumstances were able to register with the practice, including those with no fixed abode such as homeless people and travellers. The practice had registered as a Safe Surgery and had also signed up to the on-line Register with a GP Surgery Service. The practice was mindful of the Accessible Information Standard (AIS). A poster had been produced to encourage patients to inform practice staff if they had any communication and support needs. An AIS questionnaire was also available on-line for people to complete. Alerts were placed on patient records so that appropriate adjustments were made when necessary to meet the needs of people. The practice provided opportunities and support for different patient cohorts to overcome health inequalities and to communicate and engage with staff. For example, the practice was aligned to a local residential care home for older people and one of the GPs undertook visits on a weekly basis to ensure oversight of the complex health needs of residents and to provide continuity of care. Staff had completed equality and diversity training. Plans were in place for staff to also complete Oliver McGowan training in learning disability and autism during 2024. The practice worked with other local stakeholders to improve access to primary care. For example, the PPG, their local PCN and the ICB.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.