3 January 2024
During an inspection looking at part of the service
We undertook a targeted assessment of the responsive key question at Humber Primary Care. 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 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
Following our previous inspection from November 2022, the practice was rated requires improvement for responsive. The practice was rated good for safe, effective, caring and well-led.
The full reports for previous inspections can be found by selecting the ‘all reports’ link for Humber Primary Care on our website at www.cqc.org.uk
Why we carried out this inspection
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 inspection/review
- 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 inspected
- information from our ongoing monitoring of data about services and
- information from the provider, patients, the public and other organisations.
We found that:
- Patient satisfaction with accessing the practice by phone was significantly poor compared to local and national averages.
- Patient satisfaction for making an appointment and appointment times was poorer than local and national averages.
- The practice had an action plan for improvement. This included a new appointment system and cloud-based telephone system. Data showed this had significantly reduced the amount of phone calls the practice was receiving.
- There had recently been significant disruption within the local area as 5 GP practices had merged leaving 2 GP practices. Following the merger the patient list at both practices was closed by the Integrated Care Board.
- Patients at the practice had significantly higher attendance at Accident and Emergency departments compared to local and national averages.
- Complaints were handled in a timely way.
We found a breach of regulations. The provider must:
- Ensure that care and treatment is provided in a safe way to patients.
The provider should:
- Continue to review and improve patient satisfaction with access by phone and appointment availability.
- Continue to review the amount of patients attending accident and emergency.
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