The Andover Health Centre Medical Practice

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• 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

People could access services when they needed to, without physical or digital barriers, including out of normal hours and in an emergency. People were given support to overcome barriers to ensure equal access. Leaders understood the challenges to patient access and responded to take account of people’s needs, including those with urgent needs. Leaders used people’s feedback and other evidence to actively seek to improve access for people. Services were designed to make them accessible and timely for people who were most likely to have difficulty accessing care. The provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of 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.

We reviewed the practice's results in the 2023 national GP patient survey. This found when looking at patients’ response to how easy it was to get through to someone at their GP practice on the phone, those who were very satisfied or fairly satisfied with their GP practice appointment times, and those who responded positively to the overall experience of making an appointment the results were in line with the national average.

Leaders demonstrated they were aware of the challenges to patient access and had acted to improve patient access. The leaders explained they provided opportunities and support for different groups of patient population to overcome health inequalities. For example, the practice had completed audits in relation to the appointment model based on patient survey results for the preferred access arrangements for routine and urgent care. The practice had implemented changes to allow for pre-bookable appointments 2 weeks ahead of time and on the day face to face appointments through a duty GP system. Feedback from staff demonstrated people in vulnerable circumstances were easily able to register with the practice, including those with no fixed abode such as homeless people and Travellers.

Patients had access to an interpretation service for patients whom English language was not their first language or had other communication needs. The practice was accessible to patients with mobility needs and was in the process of making further improvements. We found the leaders had responded to patient feedback and were making improvements. We identified the practice had obtained feedback from 3592 patients via Friends and Family Test (FFT), of which 3398 who made positive comments about the service with ‘very good’ or ‘good’ ratings. Patient appointments were available either online, face to face, telephone, or as a home visit. Patients could book appointments by telephone, online, walking-in and could also submit medical or admin requests online via the practice website. Patients could book routine appointments up to 2 weeks in advance and same-day appointments were available from 8.30am to 5.30pm during the weekdays. The practice offered appointments from a variety of clinical staff for example, GP’s, health care assistant, pharmacists, practice nurse. The practice had offered housebound patients a routine proactive care review at home visit with a GP. There were arrangements in place for prioritising patients with acute needs.

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.