Otford Medical 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

The responsive key question remains rated as good. We assessed one quality statement regarding equity in access. There was a variety of feedback about the practice, both positive and negative, regarding the overall service and the online consultation form. Past GP Patient Survey data has shown below average feedback compared to local and national averages for access indicators.The practice used people’s feedback to help enhance accessibility, demonstrating a commitment to continuous improvement. The identified and allocated resources as needed to promote equitable access. The practice made reasonable adjustments to accommodate patients facing challenges in accessing services. People in vulnerable circumstances, including those without a fixed abode, were able to register with the practice without barriers. The practice tailored its services to accommodate people with learning disabilities ensuring personalised and co-ordinated care. They also promoted holistic well-being by referring patients to other services within their primary care network.

This service scored 75 (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.

The July 2023 National GP Patient Survey revealed below average feedback compared to local and national averages for access indicators. 37.5% of patients responded positively to phone accessibility (England average 49.6%), 30.2% to appointment times satisfaction (England average 52.8% and local average 45.7%), 38.6% for overall experience of making an appointment (England average 54.4% and local average 46.5%) and 61.2% for satisfaction with offered appointments (England average 72% and 67.6%). Historic data indicated a decline in satisfaction with phone accessibility from 2018 (50.5%) to 2022 (32.8%), with a slight improvement in 2023 (37.5%). Satisfaction with appointment experience decreased from 2018 (59.2%) to 2022 (39.3%) and remained stable from 2022 to 2023 (38.6%). Feedback from the Friends and Family Test indicated a notable increase in overall patient satisfaction. In March 2023, 16.7% rated their experience as very good, which rose to 62.9% in December 2023. Feedback collected by the patient participation group in February 2023 highlighted common negative experiences, including appointment scheduling and difficulties with seeing their preferred clinician. Positive feedback focused on information service access information, skilled healthcare professionals, respectful care, patient involvement in decisions, courteous reception staff and the call back telephone feature. CQC received 111 feedback submissions (1% of practice’s patient population), with 70% negative, 2% positive, 25% mixed and 3% neutral. Negative feedback highlighted difficulties in appointment booking, phone wait times, and poor staff communication. Concerns were raised about the new online triage system, citing inefficiency, difficulty and potential exclusion. Some reported uncertainty about callback times. Positive feedback praised compassionate healthcare professionals and efficient care. Some patients appreciated the new triage system for its efficiency, quick responses and ease of use.

The practice operates Monday to Friday from 8am to 6.30pm and extends hours until 8pm on Wednesdays. There are arrangements to assist patients beyond practice hours. The provider assesses clinical urgency, ensuring availability of emergency appointments. Feedback, gathered through surveys and complaints, reflected patient challenges with appointments and phone wait times, indicating a need for improvement. The provider responded by improving the phone system and implemented an online consultation form for GP appointments. Patients complete an online form, which is triaged by a duty GP to schedule appointments. The form also accommodates admin queries. Patients can access the form any time during practice hours, while nurse appointments are booked by phone or in person. The provider acknowledged potential patient exclusion from the digital system and responded to address issues. Staff engaged with patients, offering assistance in completing the form. Systems were in place to alert staff about patients requiring assistance with form completion. There are plans to install devices in reception areas for patient convenience. Since implementing the online system, the provider noted reduced phone line congestion, they told us this should help facilitate easier access for patients with digital or other exclusions. Information on accessing services was provided through the practice’s website, posters and social media. The provider utilised messaging services and online software for patient communication. The provider regularly visits housebound patients, offering information booklets and provides ongoing support to alleviate isolation. Staff feedback showed successful registration of vulnerable individuals, including those without a fixed abode. All staff received training to support patients with diverse needs. The provider acknowledged past GP Patient Survey results and anticipated the new online tool would improve service accessibility.

Patients were offered appointment options, including face to face, telephone and video consultations, with home visits as required. In August 2023, the provider introduced an online consultation tool for GP appointments in response to patient demand and recurring patient feedback on access issues. The provider told us around 75% of patients used the form since its introduction. Data collected by the provider indicated a decrease in inbound calls since the online tool was implemented, dropping from 9,597 in December 2022 to 5,496 in December 2023. Additionally, the data indicated improvements in the average queue time for answered calls. Patients seeking nurse appointments can book them by phone or in person. The provider intends to expand appointment options by offering online booking for nurses and clinical pharmacists. In February 2024, the provider plans to gather patient feedback on the new online form and processes. They also aim to collect monthly feedback thereafter to understand patient perspectives, identify areas for improvement and ensure the process meets people’s needs. The practice had established systems to monitor and respond to changes in patient demand. Staff noted these systems allowed them to recognise patterns and take proactive steps to improve. For example, staff identified a peak day for online form submissions and adjusted staff schedules accordingly to meet demand whilst ensuring patient needs were met safely. Support measures were established to assist patients facing communication barriers, including access to interpreting services, hearing loops, and materials in easy-to-read formats. The provider regularly conducted audits to uphold the quality, safety and efficiency of the practice. The provider collaborated with staff and external partners to maintain high-quality care. We observed meeting minutes with stakeholders outlining a structured agenda focused on discussions about learning, continuous improvement and innovation.

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

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.