Dr Mahendra Mashru Also known as King Edwards & Swakeleys 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, on 26 March 2024. We found patient feedback was generally positive about the service. The provider had used patient feedback and other available data, such as that collected via the telephone system, to make improvements to access. The provider had considered patients who may find it difficult to access healthcare when designing services.

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 provider told us they had taken action following patient feedback. For example, the practice had previously placed an emphasis on the online system as a method of making appointments. The provider also removed the option for patients to make appointments by walking into the practice. This resulted in poor patient satisfaction scores regarding access in the 2022 GP patient survey. The provider received feedback from the practice’s patient participation group (PPG) that patients were not happy with the options available to them to make appointments. In response to this the provider improved telephone access and implemented a system where patients could walk into the practice to make an appointment. The provider received feedback from the PPG that patients were happy with the changes. This was evidenced in the improved satisfaction scores in the 2023 GP patient survey data. The provider monitored access via telephone, including busy periods, number of calls missed and the length of time people waited before their calls were answered. This data was discussed during weekly meetings and changes were made in an attempt to improve access. For example, more staff were allocated to answer the telephone from 8am to 9am as this was typically the busiest period for telephone calls. Staff at the practice told us there was a hearing loop and the layout of the practice was accessible for people who used wheelchairs or mobility scooters.

The GP patient survey in 2023 showed patient satisfaction was higher than the national average regarding access to the practice via telephone, the experience of making an appointment, and appointment times. Satisfaction with the appointments offered was in line with the national average. In comparison to the 2022 GP patient survey, satisfaction had improved across the 4 indicators relating to access. There was 1 comment shared directly with CQC which made reference to difficulty accessing face to face appointments.

Patients could make appointments with the practice via telephone, online, or in person. Reception staff had received training to enable them to direct patients to the most appropriate person, for example, GP, practice nurse, clinical pharmacist or healthcare assistant. Requests for home visits were triaged and carried out by GPs. We reviewed the practice’s appointment system and found the next available GP appointment (via telephone or face-to-face) was on 26 March 2024 (the same day as our assessment) and the next available nurse appointment was 27 March 2024. The practice had 2 sites: King Edward’s Medical Centre and Swakeleys Medical Centre. Patients could access services at both sites. King Edward’s Medical Centre was open on Monday 8.30am to 6.30pm and Tuesday to Thursday 8.30am to 1pm. Swakeleys Medical Centre was open on Monday 8am to 1.30pm and Tuesday to Thursday 8am to 6.30pm. Out of hours services were provided by NHS 111 outside of the practice opening hours. The practice was registered as a safe surgery meaning people could register with the practice without proof of ID or address. This process supported people with no fixed abode, for example asylum seekers, to access healthcare. Translation services were available for patients who did not speak English. There were a number of staff who spoke multiple languages who supported patients.

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.