Pelsall Village 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

The responsive key question remains rated as good. One quality statement, Equity in Access, was included in this assessment. The practice was responsive to the needs of the local population. The practice used people’s feedback and other evidence to improve access for people. The practice identified and allocated resources as required to improve inequalities and support equity of access. The practice had close links with the community centre. The practice had a flexible approach to the travelling community and ensured they were supported. The practice welcomed patients to join the Patient Participation Group where there was evidence of active involvement with patients. There were systems in place to align staffing numbers with demand. This was done at Primary Care Network (PCN) level within close proximity of the practice. The provider had a flexible approach to staffing levels and adjusted them as required to ensure sufficient staffing. For example, the practice identified patients who had not accessed the practice since the pandemic and offered support via social subscriber and the paramedic 2 you scheme, an independent paramedic who had utilised his skills to support vulnerable patients for the practice.

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.

National GP Patient survey results for the practice were mainly above the local and National averages. The percentage of respondents getting to speak to their preferred GP when they would like to was 68% which was above the national average of 35%. The percentage of respondents who said they had enough support from local services or organisations in the last 12 months, to help manage long-term conditions was 77% higher than the national average of 65%. The percentage of respondents who were offered a choice of appointment when they last tried to make a general practice appointment was 70%, which was higher than the national average of 59%. However, the percentage of respondents who were satisfied with the general practice appointment times available was 38% which was lower than the national average. Self- book appointments were available to ease pressure of incoming telephone calls. The practice published the number of appointments completed each week which had a positive impact on patients to improve those missed appointments. We saw examples of positive feedback about the practice from the practice’s Friends and Family test; for example, some patients gave positive feedback that there was an efficient and on time service provided. Data from the practice’s Friends and Family test in January and February 2024 provided consistently positive feedback about the quality of the service provided. We also saw evidence of feedback describing nurses and consultants as fast, friendly, and easy in responding to patient’s needs.

The practice had a registration policy which focused on being non-discriminatory. Anyone in England could register and consult with a GP without charge and without producing any form of identity. Patients could access appointments by phone, online and by visiting the practice. Those who did not wish to book an appointment using the practice’s online consultation system were aided by a receptionist who completed bookings on behalf of patients. The practice ensured patients would get the same access opportunity irrespective of how they wished to book appointments. The practice told us the automated message on the telephone system had been changed to 30 seconds rather than 3 minutes for patients to get through to the reception. The practice had a clear system in place for navigating and clinically triaging patients after they had requested an appointment which were available either online, face to face, telephone, or as a home visit. The practice had rapid response slots in their appointment system to ensure they could provide urgent home visits when needed. Appointments were available Monday to Thursday 8am to 6.30pm and Friday 8am – 1pm. Extended Hours Access was on Monday mornings from 7.30am (phonelines open from 8am). The administrative team started at 7am to head start the day. Double appointments were also proactively booked for patients that required longer appointments. A duty doctor was available on site to accommodate patients who required urgent same day appointments. The Practice had direct slots throughout weekdays for 111 direct bookings. Patients were appropriately signposted to extended GP access. The practice offered late night and early morning appointments until 7pm on a Tuesday. The practice had used an interpreting service commissioned by the Integrated Care Board (ICB) for those that required this service.

The practice told us they obtained feedback from various sources such as the GP patient survey, Friends and Family test, feedback following consultations and via informal feedback from patients. The practice analysed themes and trends from both the GP Patient Survey and the Family and Friends Survey and had made further improvements in the last 12 months for patients to get through easily on the telephone. Overall experience had increased from 59% in 2022 to 68% in 2023. The practice told us they had introduced a cloud-based telephone system in February 2023, which provided better functionality for staff and patients and decreased patient wait times. Non-clinical staff were trained in care navigation, and staff who had not yet had this training were booked onto the training. The practice had a system whereby they ensured the right number of staff were available for busier times. Staff told us GPs dealt with issues during 1 single appointment rather than 2 or 3 individual appointments. The Practice Manager had monitored their staffing on a day by day and week by week basis to ensure good cover of GPs, nurses and clinicians. There were various champions within the practice who were part of a large digital project to support patients to help them navigate around the website. The champions worked with the community centre who hosted a series of digital classes for patients. Staff also told us they had access to the Bright HR application where they were able to access an employee support programme 24/7. Staff told us there was positive interaction with the PPG who met as part of a Primary Care Network (PCN) group.

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.