Mildmay Medical Practice

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 leaders used people’s feedback 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.

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 admin requests online via the practice website. Patients could book routine appointments up to 2 weeks in advance and same-day appointments were available each morning from 9 am GP appointments were available from 8.30am to 5.30pm during the weekdays except for Tuesday when extended hours appointments until 7.45pm were available. The practice offered appointments from a variety of clinical staff for example the health care assistant, physician’s associate, pharmacists, practice nurse, severe mental illness nurse and a health and wellbeing coach. During the winter the practice had offered housebound patients a routine proactive care review at home visit with a GP The practice had arrangements in place for prioritising patients. Staff had completed care navigation training and the practice had designed and implemented a triage template for staff to follow. The template included what was an urgent priority and how to respond. The reception team worked alongside a duty doctor from 8.30am to 6.30pm, who saw patients with urgent needs and provided advice to the reception team.

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 in line with the national average. Patients had access to an interpretation service for patients whom English language was not their first language or had other communication needs. The practice was accessible to patients with mobility needs and was in the process of making further improvements. We found the leaders had responded to patient feedback and were making improvements. We received feedback from seven patients who made positive comments about the service.

The leaders demonstrated they were aware of the challenges to patient access and had acted to improve patient access. The leaders explained they provided opportunities and support for different groups of patient population to overcome health inequalities. For example, the GP would visit the local extra care sheltered accommodation to assess patients’ needs weekly. The practice had access to a rapid response and virtual ward visiting service operated by secondary care, where staff would visit patients who were unable to leave their homes and were acutely unwell. The leaders promoted the use of their website and online consultation service to improve access and had introduced online bookable appointments in the past 6 months. Feedback from staff demonstrated people in vulnerable circumstances were easily able to register with the practice, including those with no fixed abode such as homeless people and Travellers. The practice provided opportunities and support for different groups of patient population to overcome health inequalities. For example, the GP would visit the local extra care sheltered accommodation to assess patients’ needs weekly. The practice had access to a rapid response and virtual ward visiting service operated by secondary care, where staff would visit patients who were unable to leave their homes and were acutely unwell.

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.