Friarsgate 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 assessed and inspected against one quality statement, Equity in experience & outcomes. During our assessment, we found evidence that the practice sought, managed and responded to patient feedback. The practice worked actively with their Patient Participation Group (PPG) to ensure patient voice was acted upon. The provider prioritised, allocated resources and opportunities as needed to tackle inequalities. Approaches were introduced to ensure equity of experience for vulnerable groups.

This service scored 96 (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.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We noted that 95% of respondents to the GP patient survey stated that during their last GP appointment they were involved as much as they wanted to be in decisions about their care and treatment. As part of this assessment, we contacted local care and nursing homes to ask for feedback on the practice. We received feedback from one home. This was positive and indicated that a coordinated service was provided to the home. We were told the home found the service they received from the practice was extremely responsive and good. The practice was always available to help them and provide advice as required. They felt people benefited from the routine 'ward rounds' and they have good two-way communication with the practice. The home had two named GPs who provided this service twice a week. Advice and support were also available outside of these visits. The feedback we received through our "Give feedback on care" system told us that patients were very happy with the way staff communicated with them and involved them in their care and treatment. The latest Friends and family test data available for February 2024 was very positive; out of 146 responses, 118 rated the practice as very good and 18 rated the practice as good. Data was consistently high for the practice.

Staff told us that the practice had actively managed, promoted and responded to patient feedback within the last 12 months. Patients could leave feedback via NHS choices and via the Friends and Family test (FFT). We were provided with actions taken in response to patient feedback. For example, the appointment model was changed and a new telephone system introduced, with a call-back option to save people waiting online. We were told how feedback from the national GP survey was driving change in the practice. A training initiative led by two GPs were introduced to improve clinician’s understanding on how to support patient's mental health needs. Training and support materials were available to help raise awareness and refine conversations. Staff told us that they actively sought feedback from patients and could signpost them to support both internally and externally.

We were told about the "Talking Tables" sessions set up to support patients and their carers as the practice transitioned away from paper repeat prescriptions to electronic systems. These sessions were set up to provide face to face support with setting up accounts and managing devices. We were told these proved successful and gave patients opportunities to talk though issues and concerns. The workshop sessions were facilitated by a care coordinator and members of the care navigation team. We were told that this service continues to be provided on a one-to-one basis over the phone for patients struggling to use these systems. The impact of this was noted with a higher uptake of electronic systems. This also improved access for individuals to wider care and treatment information to make more informed decisions. We saw how the practice collated feedback from patients through complaints and concerns, verbal feedback at the practice and through review of external social media and web-based services. We saw evidence of the input of volunteer support from PPG members assisting with vaccination hub (and at Friarsgate flu clinics), past support of the “wellbeing café” in coordination with Age Concern charity, signposting over-60’s to informal social support and a community project available to them (prior to the introduction of social prescribing). Volunteers supported patients in the waiting room 2-afternoons a week as they waited, sharing news about new services, discuss the NHS App, and gaining feedback about the practice. We were told that there was consideration of how the PPG could further promote online patients triage function and awareness for patients (as part of a wider website review).

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.