Moss Street 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 6 March 2024. 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.

Leaders demonstrated they were aware of the challenges to patient access and had acted to improve patient access. Leaders explained they provided opportunities and support for different groups of their patient population to overcome health inequalities. 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. The practice had invested in its website to further improve access to information and services for patients. Information on how to access services was sent to all patients to update them on changes made.

Patients could book appointments by telephone, online, and in person by visiting the practice. Patients could ask for administrative requests to be completed by filling in a form on the practice website. Appointments were available face to face, by telephone, or as a home visit. Same day appointments were available and patients could book routine appointments up to 2 weeks in advance. The practice had arrangements in place for prioritising patients. Staff were trained to book appointments with members of the practice clinical team or signpost patients to other appropriate services. They were supported by access to the duty doctor as needed. The practice worked with its local Primary Care Network (PCN) to provide patients with access to clinical pharmacists, a first contact physiotherapist, a mental health practitioner and social prescriber.

We reviewed the practice's results in the 2023 national GP patient survey. We 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 practice's results were above the national average. The practice had access to an interpretation service for patients whose first language was not English or had other communication needs. The practice was accessible to patients. We found the leaders had responded to patient feedback and made improvements.

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.