11 December 2023
During an inspection looking at part of the service
We carried out an announced assessment of Sidcup Medical Centre on 11 December 2023. The assessment focused on the responsive key question.
Following our previous inspection on 6 July 2021 the practice was rated requires improvement for the responsive key question and good overall. The full reports for previous inspections can be found by selecting the ‘all reports’ link for Sidcup Medical Centre on our website at www.cqc.org.uk.
The practice continues to be rated as good overall as this was the rating given at the last comprehensive inspection. However, we have now rated the responsive key question as requires improvement as a result of the findings of this focused assessment.
Safe - Good
Effective – Good
Caring – Good
Responsive – Requires improvement
Well-led - Good
Why we carried out this assessment
We carried out this assessment as part of our work to understand how practices are working to try to meet demand for access and to better understand the experiences of people who use services and providers. We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know colleagues are doing this while demand for general practice remains exceptionally high, with more appointments being provided than ever. In this challenging context, access to general practice remains a concern for people. Our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. These assessments of the responsive key question include looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement.
How we carried out the assessment
This assessment was carried out remotely. It did not include a site visit.
The process included:
- Conducting an interview with the provider and members of staff using video conferencing.
- Reviewing patient feedback from a range of sources
- Requesting evidence from the provider
- Reviewing data we hold about the service
- Seeking information/feedback from relevant stakeholders
Our findings
We based our judgement of the quality of care at this service on a combination of:
- what we found when we inspected
- information from our ongoing monitoring of data about services and
- information from the provider, patients, the public and other organisations.
We found that:
- According to the National GP Patient Survey results the practice had continued to perform below national ‘access’ averages for questions about patient experience of getting through to the practice by phone, their experience of making an appointment, satisfaction with appointment times, and satisfaction with the appointments they were offered.
- During the assessment process, the provider highlighted the efforts they are making or are planning to make to improve the responsiveness of the service for their patient population. The effect of these efforts are not yet reflected in patient feedback.
Whilst we found no breaches of regulations, the provider should:
- Continue to identify ways of improving patient satisfaction in relation to phone access and appointments.
Details of our findings and the evidence supporting our ratings are set out in the evidence tables.
Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA
Chief Inspector of Health Care