- GP practice
Lisson Grove and Woolwell Medical Centres
Report from 21 May 2024 assessment
Contents
Ratings
Our view of the service
Assessment date: 11 April 2024 to 29 July 2024. Lisson Grove provides primary medical services to people living in the Mutley area of Plymouth. They also has a branch medical centre in Woolwell which is located on the outskirts of Plymouth. There were 13,545 people registered with the service at the time of our assessment. We conducted this assessment in response to CQC receiving information of concern. We assessed 2 quality statements “equity in access” and “listening and involving people” in the Key Question "Responsive" and 2 quality statements “safe and effective staffing” and “processes” in the Key Question “Safe”. At this assessment, people found the staff generally helpful and professional and GP appointments, reassuring. However, service provision did not meet the needs of the whole population. There was a lack of governance in relation to managing staff, record keeping, quality and safety assurances and patient participation in service planning and delivery. Patients found it difficult to make a face to face appointment with a doctor when needed.
People's experience of this service
People were positive about the quality of their care and treatment, describing clinicians as helpful and professional. However, people told us that better communication was needed. Survey results including CQC Feedback on Care, and provider’s internal survey showed that people experienced long waits for appointments, long waits on the phone, delays in receiving a call and that did not always receive a call when expected.