- GP practice
Askern Medical Practice
Report from 21 February 2024 assessment
Contents
Ratings
Our view of the service
Askern Medical Practice an NHS GP practice which provides primary care services to patients in Doncaster from two locations, The White Wings Centre, Spa Pool Road Askern, DN6 0HZ and Mexbrough Medical Practice, Alagu Close, Mexborough, S64 9AE. The provider is registered with CQC to deliver the Regulated Activities: the treatment of disease, disorder or injury; diagnostic and screening procedures; maternity and midwifery services and surgical procedures. The practice is part of the NHS South Yorkshire Integrated Care Board (ICB). The patient population of about 7,500 patients. This is a part of a contract held with NHS England. The practice is part of a network of GP practices called the Doncaster North Primary Care Network (PCN). Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the second lowest decile (2 of 10). The lower the decile, the more deprived the practice. The last comprehensive inspection of this service took place in January 2016 when it was rated as good overall and for all of the key questions. We carried out further focused inspections in April and September 2021 following information of concern but these did not result in a change of ratings for the service. We carried out an assessment between 13 and 28 March 2024. The service has been rated as requires improvement overall and for the key questions caring, responsive and well-led. We found one breach of the legal regulations in relation to governance. This is because feedback from patients, staff, survey information and some processes regarding access to the practice were poor. Practice policies were not always followed, record keeping could be improved. We had concerns of the ability of staff to deliver person centred care from their feedback on their well-being. Safe and effective were rated as good. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Patients reported that they had experienced delays in complaints being actioned or sometimes not responded to. Staff gave us similar feedback. Leaders at the practice told us that some of the processes for complaints had not been followed due to staff shortages at management level over several months and that they believed they were now being dealt with effectively. Patients told us (via complaints to CQC, NHS choices feedback and GP National Survey), the patient participation group (PPG) and staff at a care home where patients were resident, that being able to get through on the telephone and that access to appointments was poor. There was similar feedback following our assessment from patients. Staff and whistle blowers told us the same. Leaders at the practice told us they thought the GP national survey sample was too small to draw conclusions and they believed their patient satisfaction survey was much higher than national averages. Patient feedback on staff was mixed regarding there being enough staff, some people told us that there were not enough staff from our give feedback on care completed by people following the assessments and complaints to CQC prior to our assessment. The practice told us they were recruiting more administrative staff. In the previous six months prior to our assessment of the practice CQC received 4 complaints from patients stating that they were unable to obtain repeat prescriptions and several whistleblowing from staff stating the same information. When we carried out the assessment any outstanding repeat prescriptions were waiting to be authorised in the prescribed time limits of the practice policy.