Larkside Practice

Updated 5 February 2024

Date of Assessment: 25 November 2024 to 17 January 2025.

Larkside Practice is a GP practice that delivers services to around 9,767 patients under a contract held with NHS England. It is in a purpose built 2 storey location that is shared with another GP practice at Churchfield Medical Centre, 322 Crawley Green Road, Luton, Bedfordshire, LU2 9SB. Patient consultations and treatments take place on the ground floor aside from phlebotomy services (a lift based second floor service which also accommodates staff offices).

This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. We carried out this assessment in response to concerns and risk we identified through our ongoing monitoring of the service.

Overall, the practice is now rated as requires improvement, with the key questions safe and well-led rated as requires improvement and effective and responsive rated as good. This was because the practice did not always provide care in a way that kept people safe and protected from avoidable harm; and because the service was not always led in a way that supported the delivery of high quality care, learning and innovation. Processes for managing risks, issues, and performance were not always effective. However, we also found that generally staff worked effectively across teams and services to support people, delivered person centred care and recognised the importance of flexibility, informed choice and continuity of care. During this assessment, we did not look at the key question caring. So, its good rating is based on its previous inspection rating, dated 24 March 2016.

We found breaches of regulation in relation to safe care and treatment and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment. Where relevant, further commentary is provided in the quality statements section of this report.

Updated 5 February 2024

As part of this assessment, people registered with Larkside Practice were encouraged to provide their feedback via a Give Feedback on Care link. Between 6 December 2024 and 3 January 2025, 130 responses were received, with 108 classified as ‘positive feedback’ and 22 as ‘concerns about the service’.

We found that the feedback received was mostly positive, particularly around experiences of interactions with staff, clinician skill or competency and the quality of care received. Most people expressed satisfaction with the service, appreciating the care and support received. Staff were frequently described as helpful, polite and professional. Many people felt that clinicians were kind, caring, reassuring and attentive to their concerns; and regarded as skilled and proactive. People highlighted the ability to follow up on test results, make referrals; and address health concerns effectively. However, some people also shared negative experiences around interactions with staff and care and treatment.

Experiences of accessing appointments were mixed. While some people found the online booking system convenient and easy to use, many others struggled to make appointments, including older people, people with hearing impairments and those who were less confident with technology and working individuals. Some of the common challenges reported by people included difficulty accessing the online system, the system reaching capacity, and insufficient non-urgent appointments being offered after triage. Feedback highlighted some inconsistencies in peoples’ experiences of using the online system and triage process. The ability to obtain appointments also greatly influenced people’s perceptions of the service.

Data from the 2024 GP patient survey showed the practice was generally in line with local and national averages for experience at last appointment but performed below in respect of access.

The practice was in the process of reforming their Patient Participation Group (PPG).