- GP practice
Wadebridge and Camel Estuary Practice
Report from 26 February 2024 assessment
Contents
Ratings
Our view of the service
Wadebridge and Camel Estuary Practice is a NHS GP practice which provides primary care services from one location and a branch surgery in Rock. We carried out an announced inspection on the 01 May 2024. The practice had a positive learning culture and responded to patient and staff feedback. Medicines were managed safely. However, the remote searches carried out of patient’s clinical records evidenced not all patients had been monitored in line with national guidelines. The practice addressed this immediately and developed their systems and processes to ensure monitoring was carried out as required. Patients’ needs were assessed, and care and treatment provided accordingly in line with current legislation and standards. The practice had organised services and introduced systems and processes to enable patients to access services when they needed to. There were clear responsibilities, roles, and systems of accountability to support good governance and management. This included emergency preparedness and work force planning with a programme of recruitment ongoing to meet demands for the service. The 2023 National GP Patient Survey demonstrated that satisfaction was slightly below the national average in some areas. The practice reviewed and responded to feedback and continues to improve their systems and processes. For example, the introduction of a new electronic appointment booking system which allows the duty GP to triage patients with same day appointments being made available for more urgent clinically assessed needs.
People's experience of this service
Most people spoken with, were happy with access and pleased with the treatment received from the clinician. However, some people expressed concerns around the booking of appointments via the new system and the difficulties with completing the online form. Patients raised concerns regarding the waiting times for non urgent appointments to see a clinician. The practice provided assurances they were addressing concerns and making improvements. For example, improvement of the access of digital technology for accessing/booking appointments and systems/processes to support patients who experienced difficulties with the electronic booking system. Additional face-to-face, telephone and video appointments had been made available. The practice was in the process of employing more nursing staff to meet patient demand.