Firs House Partnership

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

At this inspection, we rated the practice good for providing responsive services. We found that the practice had low national GP patient survey data at the last year’s survey results due to implementation of a new online access by the local integrated care board. Due to rurality of the practice and a large elderly population, this negative change impacted upon the national GP survey data. In response, the provider had introduced a hybrid way of working and monthly patient feedback which has resulted in high positive in house patient feedback monthly. Same-day access was tailored where possible. Patients were given options to self-book certain appointments to make access to the practice more streamlined. The provider would mark patient notes with preferred modes of access to support appointments. Longer appointment times were made available for more complex patients to avoid multiple appointments. The provider would involve all staff in providing input to practice changes and devised an action that was updated at each meeting to reflect what changes had been implemented.

People's experience of this service

Patient feedback was encouraged and there was a month on month increase to the in-house patient surveys. We saw positive results of 100% for good and very good in relation to access. The provider welcomed feedback from patients through in house surveys and external surveys and created action plans for feedback to ensure all patient suggestions were discussed as a practice to change ways of working to enhance patient experiences. The practice was open Monday to Friday from 8 am to 6.30 pm. Appointments were available from 8 am to 6 pm under an agreement with the local integrated care board for Hertfordshire urgent care (HUC) to offer appointments from 6 pm to 6.30 pm. Cambs GP federation offered appointments from 6.30 pm to 9.30 pm. Patients also had an opportunity to access weekend appointment on a Saturday from 9 am to 5pm. Outside of these hours, patients were asked contact NHS 111.