Hawthorn Drive Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We carried out an announced assessment of one quality statement, equity of access, on 28 March 2024. The National GP Patient Survey indicated that patient satisfaction was above the national average but was on a downward trend for three out of four indicators. However, we found that the practice had systems in place to monitor patient feedback and identify ways to improve access.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

According to the National GP Patient Survey results the practice had continued to perform above national ‘access’ averages for all key indicators. However, there had been a downward trend in satisfaction rates for all indicators except the question about patient satisfaction with the appointments they were offered. One comment was posted on the NHS.uk website about difficulty getting an appointment. Healthwatch received 2 positive reviews in the last 24 months about the care provided, and 1 negative review with concerns about access to prescriptions.

The Practice demonstrated that they had systems in place to review patent feedback and they had implemented changes to make more appointments available. We found that systems were in place to monitor access to appointments by conducting audits of appointment data and analysing telephony statistics. The PCN also conducted quarterly patient surveys relating to member practices. The practice told us that they had employed social prescribers and staff had been given care navigation training to ensure that patients received an appointment which met their needs, and that patients were only given appointments with a GP when appropriate. The practice is also participating in the Accelerator Programme to increase uptake of digital services. The practice told us that when capacity has been reached staff could book appointments for patients with the GP Federation.

Patients could access routine or same day appointments via telephone, face to face or online. Requests for urgent appointments or home visits were reviewed and triaged by a duty doctor and the duty clinic was extended once all appointment slots were filled. The practice was open between 8am and 6.30pm from Monday to Friday. Saturday appointments were available between 8.00am and 12.30pm. Extended access was provided by the PCN.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.