Southway Surgery

Updated 17 July 2024

Southway Surgery is a NHS GP practice which provides primary care services to approximately 5600 patients in Plymouth, Devon. We carried out an assessment on 22 and 23 July 2024. We carried out an unannounced site visit, requested evidence from the practice, carried out remote interviews of staff and remote searches of the practice’s clinical system. We reviewed 22 quality statements across 4 key questions (safe, effective, responsive and well-led). During our assessment we found concerns around the governance processes within the practice which resulted in a breach of Regulation 17 (Good governance) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can find more details of our concerns in the key question findings below.

Updated 17 July 2024

During the assessment, we received feedback from patients, reviewed the national GP Patient Survey 2024 and the NHS Friends and Family Test. Patient feedback we received was mixed and whilst feedback was positive regarding staff attitude and the cleanliness of the practice, there were concerns regarding lack of permanent GPs and access to appointments. Results from the 2024 national GP Patient Survey showed the practice was below local and national averages in most areas. Of the 337 surveys sent out, 114 surveys were completed, a completion rate of 34%. Which represents 2% of the patient population. For example, 57% respondents described their overall experience of this GP practice as good. This was below the local average of 78% and national average of 74%. NHS Friends and Family Test (FFT) provided more positive feedback from patients. For example, between January and June 2024, the practice received FFT responses from 149 patients. Of these, 108 (72%) patients described their experience of the services as good or very good, whilst 30 (20%) described their experience as poor or very poor. The remaining 8% responded neither. We noted positive comments in relation to staff being friendly and helpful, patients feeling listened to and there being a quick response to concerns. Negative comments referred to concerns about patients being unable to use online forms, poor communication and access to appointments. Members of the Patient Participation Group (PPG) also provided feedback; however, this was limited as the PPG had only formed in June 2024 and had one meeting. Overall, members felt positive about the initial meeting and were keen to support the practice to make necessary improvements for patients.