Bodmin Road Health Centre Also known as Dr PMA Simpson and Partners

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, under the key question responsive and found: The leaders used peoples feedback and other evidence to actively seek and improve access for people. Services were designed to make them accessible and timely for people including those most likely to have difficulty accessing care. The provider prioritised, allocated resources and developed opportunities as needed to meet patient’s needs 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.

The leaders were aware of the challenges to patient access and had acted to make improvements. They had introduced a full triage process in May 2020 to improve access and utilise staff resources more effectively. The practice created action plans in response to patient surveys and other feedback. For example, they had made improvements to women’s health services, travel health services, administrative systems and communication systems such as redesigning the website and improving the telephone system. The practice provided opportunities and support for different groups of the patient population to overcome health inequalities. This included adjustments to the registration process, appointment process and to how patients communicated with the practice. Leaders told us about how they worked with other local stakeholders to improve access to primary care. For example, they participated with their Primary Care Network in the Winter Access Capacity project, commissioned by the ICB to ensure access to services for patients with acute respiratory conditions during the Winter period. Feedback from patients for this service was obtained and was very positive. They also engaged significantly with MIND, resulting in a key worker from their organisation working at the service to facilitate and optimise access and reviews for patients experiencing poor mental health. It was clear that improving access and patient experience was a priority. Leaders reviewed data and feedback and changes were made to ensure improvements would have a positive impact for their patients.

The 2023 National GP Patient Survey showed a significant positive variation for ease of getting through to the practice by telephone compared to other GP practices. The survey showed 84% of patients found telephone access easy compared to the national average of 50%. The results showed a positive variation for overall experience of making an appointment and for satisfaction with the appointment offered. Patient responses were trending towards a positive variation for satisfaction with appointment times. Results from the NHS Friends and Family Test (FFT) showed that from December 2023 to February 2024 there were a total of 197 responses received and 186 (94%) rated the practice as very good or good. We received feedback from 5 patients who made positive comments about the service. The provider carried out their own patient surveys to ascertain the views of patients about access. For example, a women’s health survey was sent to 2,500 patients in 2023 to identify their needs and suggestions for service improvements. As a result, additional services have been provided and a Women’s Health Engagement Group has been established. The provider worked with the Patient Participation Group (PPG) to seek feedback on access and to work together to make improvements. For example, the PPG was working with a local charitable service to improve access to cancer services. Adaptations were made for patients whose first language was not English and for patients who had information and communication needs related to a disability, impairment or sensory loss. The practice was accessible to patients with reduced mobility.

The service provided a total triage system whereby, the majority of requests for appointments were triaged following a patient contacting the practice by electronic form, telephone or in-person. Patients were directed to an appropriate clinician and appointment type to meet their needs, prioritise any urgency and utilise appropriate resources. Appointments could be face to face, over the telephone or home visit. GP appointments were generally offered the same day with some being pre-bookable. There were pre-bookable appointments for other clinicians. The leaders told us that the triage system had improved patient access and how they were continually monitoring this to better meet patient needs. There were monitoring arrangements for the process for booking appointments to ensure it was effective and for the telephone system to ensure response rates were meeting patient needs. Systems were also in place to monitor demand and capacity to help determine the required number of appointments and staffing levels. Information regarding access was displayed at the practice, online and by telephone message. Arrangements were in place for addressing communication barriers with regards to information. Staff were trained, competency checked and were supported by documented protocols to book appointments with members of the practice clinical team or signpost patients to other appropriate services. The practice offered appointments with a variety of clinical and non-clinical staff for example GPs, practice nurses, health care assistants, pharmacists, physiotherapist, care co-ordinators and social prescribers. The practice was open from 8am to 6.30pm Monday to Friday. Enhanced access was offered on a Tuesday between 6.30pm and 8pm. Remote GP appointments were available designated Friday evenings between 6.30pm and 8pm as part of the PCN’s Enhanced Access service. Further access was available to patients at weekends as part of a service 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.