Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection of Leander Family Practice on 3 May 2016. The overall rating for the practice was Good. No breaches of legal requirements were found, however the practice was rated as requires improvement for providing responsive services. This was due to its low patient satisfaction scores with accessing the service.
An announced focussed desk-based inspection was carried out on 12 May 2017. The practice was still rated as requires improvement for responsive services. Patient satisfaction with making appointments had improved since the previous inspection; however they remained lower than local and national averages. The full comprehensive report and desk-based focussed inspection report can be found by selecting the ‘all reports’ link for Leander Family Practice on our website at www.cqc.org.uk.
This inspection was an announced focused desk-based inspection carried out on 8 November 2017 to review the improvements made in addressing patient satisfaction with accessing appointments.
Overall the practice is rated as good. Specifically the practice was now found to be good for providing responsive services.
Our key findings were as follows:
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Data from the National GP Patient Survey in July 2017 showed improvements in most areas of patient satisfaction with access to appointments.
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The practice had improved access to appointments by recruiting additional clinical and reception staff.
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The organisation of the appointment system had been changed from September 2017 so that there was more availability for telephone consultations and emergency appointments.
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There was more choice for patients requiring extended hours appointments.
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The practice website had been improved and online appointments were promoted.
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The practice had not conducted their own patient satisfaction survey.
However, there were also areas of practice where the provider needs to make improvements.
The provider should:
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice