Tonge Fold Health 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 scores of the National GP Patient Survey results for 2023 for the practice were above national averages. Leaders used people’s feedback from the National Patient Survey and other evidence to actively seek to improve access for people. Services were designed to make them accessible and timely for people who were most likely to have difficulty accessing care. The provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

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.

We reviewed the practice's results in the 2023 National GP Patient Survey taken from 1 January to 31 March 2023. This found when looking at patients’ response to how easy it was to get through to someone at their GP practice on the phone, those who were very satisfied or fairly satisfied with their GP practice appointment times, and those who responded positively to the overall experience of making an appointment the results were below the national average. These results had been consistently above the national average since 2019. However, the practice had continued to try and improve access and monitored their own performance using audits and friends and family data regularly. We spoke with the practice patient participation group who said that there was good access to the surgery and were very complimentary of the service they received. We sent out a link to the practice to share with patients to give us feedback. We received 6 responses, all which were positive, the patients told us the service was good and they received good care from the staff.

The leaders demonstrated they were aware of the challenges to patient access and had acted to continue to improve patient access. They had analysed appointment data and ensured extra administrative staff and clinical staff were deployed at peak times. The leaders explained they provided opportunities and support for different groups of patient population to overcome health inequalities. For example, following the National GP survey they had provided extra support to people with mental health issues, including additional pharmacy services. The practice ensured that clinicians had time each day to monitor individual patients progress with test results and hospital appointments to help provide continuity of care. Patient with a chronic disease saw the same clinician where possible.

Patient appointments were available either online face to face, telephone, or as a home visit. Patients could book appointments by telephone, online, walking in and could also submit medical or administration requests online via the practice website. Patients could book routine appointments in advance. There were urgent on the day appointments. Priority was given to children and vulnerable patients. Extended hours appointments were available via the local primary care network Monday to Friday 6pm -8.30pm and Saturday morning 9am-12.30pm. The practice had arrangements in place for prioritising patients which was overseen by the GPs.

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.