30 November 2023
During an inspection looking at part of the service
We undertook a targeted assessment of the responsive key question at Buchanan Road Surgery. The rating for the responsive key question is requires improvement. As the other domains were not reviewed during this assessment, the rating of good will be carried forward from the previous inspection for safe, effective, caring and well-led and the overall rating of the service will remain Good.
Safe – not inspected, rating of good carried forward from previous inspection
Effective - not inspected, rating of good carried forward from previous inspection
Caring - not inspected, rating of good carried forward from previous inspection
Responsive – requires improvement
Well-led - not inspected, rating of good carried forward from previous inspection
The full reports for previous inspections can be found by selecting the ‘all reports’ link for Buchanan Road Surgery on our website at www.cqc.org.uk
Why we carried out this assessment.
We carried out a targeted assessment of the responsive key question. Targeted assessments enable us to focus on certain key questions to explore particular aspects of care.
How we carried out the assessment
- This assessment was carried out without a site visit.
- Conducting staff interviews using video conferencing.
- Requesting evidence from the provider and reviewing the appointment system.
Our findings
We based our judgement of the quality of care at this service on a combination of:
- what we found when we carried out the assessment
- information from our ongoing monitoring of data about services and
- information from the provider, patients, the public and other organisations.
We found that:
- Patients could mostly access care and treatment in a timely way although reported difficulty accessing the practice at 8am by telephone. The provider had listened to patient feedback and had a plan to implement a new on-line appointment system in January 2024.
- National GP patient survey results relating to access were similar to national averages. It showed patient feedback regarding telephone access and patients’ overall experience of making an appointment had deteriorated slightly over time. However, patient satisfaction with the practice’s appointment times and their satisfaction with the type of appointment offered had improved over time.
- Appropriate safety and fire risk assessments were in place for the premises.
- Complaints were satisfactorily handled in a timely manner.
Details of our findings and the evidence supporting our ratings are set out in the evidence tables.
Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA
Chief Inspector of Health Care