We carried out an unannounced inspection at St. Luke's Primary Care Centre on 7 December 2021. This inspection was focused on the management of access to appointments.
Overall, the practice remains rated as Good.
The full reports for previous inspections can be found by selecting the ‘all reports’ link for St. Luke's Primary Care Centre on our website at www.cqc.org.uk
Why we carried out this inspection
This inspection was undertaken in response to information we reviewed which suggested potential issues with access to appointments.
How we carried out the inspection
The inspection was led by a CQC lead inspector who spoke with staff on site and a second CQC inspector. The team arrived at the practice at 10am.
Interviews were carried out with the practice manager, assistant practice manager and lead GP partner.
We found that:
- People were able to access appointments in a timely way.
- A GP led triage system had been developed to support effective use of clinical time and reduce risks to patients.
- The practice offered a range of appointment types.
- There were systems in place to support people who face communication barriers to access treatment.
- There were systems in place to monitor access to appointments and make improvements.
- The practice listened and responded to patient feedback, investing in new technologies to support the delivery of improvements.
- Staff were able to utilise advanced features in the clinical software system to reduce burdens on the telephone system.
- Regular analysis of demand was used to support staff workflow and allocation of tasks.
- Where possible the practice contacted patients to arrange follow up appointments, for example following receipt of abnormal blood results.
- The practice shared information on lost appointment time due to failed attendances with it’s practice population and engaged with it’s Patient Participation Group (PPG) to discuss access.
Details of our findings and the evidence supporting our ratings are set out in the evidence tables.
Dr Rosie Benneyworth BM BS BMedSci MRCGP
Chief Inspector of Primary Medical Services and Integrated Care