OHP-Woodgate Valley 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, on 7 March 2024. The leaders used people’s feedback and other evidence to actively seek to improve access for people. The practice was an earlier adopter of the new total triage system in the locality, aimed at improving access to services. 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.

The leaders demonstrated they were aware of the challenges to patient access and had acted to improve this. They told us how they were an early implementer of the new total triage system which enabled them to manage appointment priorities, ensure demand was appropriately met and provide fairer access to appointments. Leaders told us how they ensured that the new total triage system would not disadvantage those who may be digitally excluded as staff were still on hand to support patients with this. Leaders told us how they made use of the website, text messaging and the patient group to communicate changes in the appointment system to their patients. The leaders explained how they provided opportunities and support for different groups of the patient population to overcome health inequalities. For example, the practice had identified their most vulnerable patients and were proactively reaching out to ensure their needs were being met. Alerts on the clinical system enabled staff to identify and make reasonable adjustments for patients who might struggle to access services. The practice had also recently signed up as a safe surgery helping to remove barriers to people who may not have proof of identity to register. Leaders made use of data available from their telephone and appointment systems to understand how appointments were being used. For example, appointment untilisation for February 2024 was 79% which showed there was capacity in the system to meet the demand. Telephone information enabled leaders to identify busy times so that adjustments could be made to meet patient needs. Leaders worked closely within their Primary Care Network (PCN) and Integrated Care Board (ICB) to identify ways and share ideas to improve access. They had attended events to improve access such as the Right Care First Time events run within their locality.

During February 2024 the practice had introduced an online total triage appointment system. All new appointment requests were reviewed by clinical staff who ensured they were allocated to the most appropriate member of staff or service for their needs in an equitable way. The service was relatively new and was being monitored and evaluated so that adjustments could be made. For example, leaders told us that they had realised a greater balance of pre bookable appointments were needed. Appointments were available face to face, by telephone, on-line or as a home visit. The majority of appointments were face to face (approximately two thirds). The practice offered a mixture of same day and pre bookable appointments. The practice offered appointments during their opening hours 8.30am to 6pm on weekdays (separate arrangements were available 8am to 8.30am and 6pm to 6.30pm to cover telephones). Pre-booked appointments were available on weekday evenings and at the weekend as part of the extended access arrangements which were hosted by another local practice. In addition, the practice could access additional urgent appointments during the day through their provider organisation at another practice. Reception staff were trained in care navigation and were able to signpost patients to other appropriate services available including social prescribing, mental health support and community pharmacy schemes. They were supported by a duty doctor for advice if they had any concerns about a patient or needed advice.

We reviewed the practice's GP National Patient Survey results for 2023. Results for four questions relating to access showed the practice scores were generally in line with national averages. However, trends in patient satisfaction over the last 5 years were showing a slight decline in 2023 having previously been above average. The practice had received feedback from patients through the Friends and Family Test (FFT) which invites patients to say whether they would recommend the service to others. Results between November 2023 and February 2024 found 85% of patients said they would recommend the service. There were 19 comments on the FFT that mentioned access, these were mostly positive. We found the leaders had responded to patient feedback in relation to access and were making improvements. There was a supporting action plan in place to deliver improvements. The practice had recently made significant changes to their appointment system and were starting to get feedback on this. Although small numbers to date, feedback was positive. The practice had received 13 complaints in the last 12 months, none of which mentioned access. We also received feedback from 2 patients in the last 12 months both of which were positive about the service. 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.

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.