- GP practice
West Derby Medical Centre
Report from 11 November 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment: 02 December 2024 and 09 December 2024. West Derby Medical Centre is a GP practice and delivers a service to approximately 12,653 people under a contract held with NHS England. The practice is located in an area of low deprivation. We conducted this assessment due to negative feedback from patients to CQC about access to the service and because the service was rated as requires improvement at the last inspection in October 2022. At this assessment, we have rated the practice as good overall. A requires improvement rating has been given for the Responsive key question. We assessed quality statements across the Effective, Responsive, and Well-led key questions. We have combined the scores for these areas with scores from the previous inspection. At this assessment we found that overall improvements had been made to meet the requirement notices from the last inspection. However, despite changes being made to improve access, feedback from patients indicated that they continued to be dissatisfied with the arrangements for access. We found one breach of regulation in relation to Good Governance. The provider did not have an effective system to seek patient views about contacting the service and getting a timely appointment, act upon them and evaluate that the action taken had led to improved patient satisfaction. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
To understand the experience of patients we met with representatives from the Patient Participation Group (PPG). We also reviewed Healthwatch feedback, results from the family and friends survey, National GP Patient Survey, feedback on the NHS.uk website (formerly NHS Choices) and feedback to CQC. This report makes reference to the main themes from the feedback from patients. Feedback to CQC, National GP Patient Survey and NHS Choices indicated a main theme of patients being dissatisfied with the arrangements for contacting the service to make an appointment and access to appointments. The Patient Participation Group (PPG) told us that the main issues for patients were getting an appointment, getting through to the practice by telephone and continuity of GPs. The PPG told us that there had been improvements to access. The National GP Patient Survey indicated that feedback from patients was similar to the national averages regarding people reporting they were involved in decision making, feeling listened to and having confidence and trust in clinicians. Results from the family and friends surveys indicated that over a 3-month period 87% respondents would recommend the practice.