16 January 2024
During an inspection looking at part of the service
We carried out a targeted assessment of Shrewsbury Road Surgery in relation to the responsive key question. This assessment was carried out on 16 January 2024 without a site visit. We rated the key question of responsive as Good.
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 - good
Effective - good
Caring - good
Responsive - good
Well-led - good
The full reports for previous inspections can be found by selecting the ‘all reports’ link for Shrewsbury Road Surgery on our website at www.cqc.org.uk
Why we carried out this assessment
This inspection was a targeted assessment of the key question of responsive.
How we carried out the assessment
This inspection was carried remotely. This included:
- Conducting staff interviews using video conferencing.
- Requesting evidence from the provider.
- Speaking to members of the Patient Participation Group (PPG).
Our findings
We based our judgement of the quality of care at this service on a combination of:
- what we found when we carried the assessment
- information from our ongoing monitoring of data about services and
- information from the provider, patients, the public and other organisations.
We found that:
- National GP patient survey results relating to access were below national averages for questions about how easy it was to contact the practice and satisfaction with the appointments offered. We saw evidence that the provider had systems in place to monitor patient feedback and identify areas for improvement. Improvement plans were implemented in response to these activities, and there had been an upward trend in satisfaction rates for all indicators since 2021.
- Challenges identified by the provider included a large increase in the patient list size, which was due to a growth in the local population and more recently the closure of two local GP practices. In response to the increased patient demand the provider recruited more staff, rented two extra clinical rooms, and introduced additional appointments on Saturday with the practice nursing team.
- Complaints were satisfactorily handled in a timely manner.
Whilst we found no breaches of regulations, the provider should:
- Continue to identify ways of improving patient satisfaction in relation to phone access and appointments.
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