Lister Medical Centre

Updated 18 April 2024

Lister Medical Centre is registered with CQC to deliver the Regulated Activities of, diagnostic and screening procedures, maternity and midwifery services, treatment of disease, disorder, or injury and surgical procedures. The practice was situated within the Hertfordshire and West Essex integrated Care system (ICS) and delivered General Medical Services (GMS) to a patient population of about 21,000 patients within Harlow and surrounding areas. This was part of a contract held with NHS England. The practice was part of a wider Harlow South primary care network (PCN). The practice was made up of 5 GP Partners, 3 salaried GP's, 3 clinical pharmacists, 3 advanced care practitioners, 1 emergency care practitioner, 4 nurses, 2 trainee nurses and 4 healthcare assistants. The GPs were supported at the practice by a team of reception/administration staff. There was a practice manager and deputy manager. The practice was open between 8 am to 6.30 pm Monday to Friday. The practice offered a range of appointment types including book-on-the-day, telephone consultations and advance appointments. Our remote clinical searches were mostly good and we identified areas for improvement in infection control, vaccines, emergency medicines and prescriptions. We issued the practice with a Section 29 Warning Notice for breaches of Regulation 17, Good Governance of the Health and Social Care Act (2008) regulations. The practice assured us they were addressing these areas and provided assurances following our inspection. Overall, the practice is rated requires improvement.

Updated 18 April 2024

In the 2024 National GP Patient Survey, there were 4 key indicators we used to measure access. The practice showed a small increase regarding access to the practice by phone although still significantly below national average. Published insight data between January 2024 and March 2024 showed that the practice was a negative outlier for ease of getting through to the practice of 23%, when compared to the national average of 50%. Satisfaction with GP practice appointment time and appointment satisfaction showed no variation. All three were considered below the local and and national averages. The practice had reviewed and were actively responding to the survey results to continuously improve patient experience; however, patients continued to experience significant difficulty accessing the practice via their total triage system. Unverified online patient reviews showed that practice was rated 2.1 out 5 stars and most feedback related to difficulty with the total triage e-consult system. NHS reviews showed 63 mixed feedback responses, with the main theme being difficulty with access. The negative feedback related to difficulty accessing the e-consult system and inability to walk into the practice make an appointment in person. Positive feedback was kindness from "helpful GPs'.