Eltham Medical Practice

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

On 25 March 2024, we carried out an announced assessment of the equity of access part of the responsive key question. We noted that patient satisfaction as measured by the 2023 National GP Patient Survey was below or in line with average for questions relating to access. The practice had used feedback and other information to try to optimise patient access. Since the GP patient survey results the practice had made changes to their systems and processes to help improve access. However, these improvements were made after the last National GP Patient Survey results and were not yet consistently reflected in feedback about the patient experience.

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.

We reviewed the practice's results in the 2023 national GP patient surveys. The four main indicators used to measure access are; how easy it was to get through the practice on the phone; overall experience of making an appointment; satisfaction with GP practice appointment times; and satisfaction with the appointments they were offered. All four indicators were below or in line with the local and national averages. The practice was actively working on improving access using patient feedback, internal surveys, staff training and assistance from the patient participation group. We also reviewed results from the Friends and Family Test survey for the past 12 months, and noted that the reviews were generally mixed regarding access, but more positive in recent months.

The leaders understood the needs of its local population and had developed services in response to those needs. The leaders demonstrated they were aware of the challenges to patient access and had acted to improve patient access. The leaders explained they had responded to patient feedback and were reviewing the need of employing additional members of staff to cover reception and phone lines during their busiest times, as well as additional clinical staff. In addition, they had improved patient telephone access by investing in a new cloud based telephony system, which offered a call back service. The practice monitored data and feedback related to patient’s experiences when accessing care at the service. Where negative feedback was received or opportunities to improve were identified, the practice responded with changes designed to improve access, patients’ experiences and satisfaction levels. Some of the new systems had been introduced quite recently and needed further time to embed themselves to operate consistently for all patients. The reception team booked and prioritised appointments, using specific guidance. The practice website provided information for patients regarding how to book an appointment. The range of options included by telephone, by visiting the practice, by using the online system. The practice provided opportunities and support for different groups of patient population to overcome health inequalities. For example, staff described how staff were alerted to patient needs such as communication, vulnerability, and palliative care. 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 created a new team called Patient Information Team. This team is made up of members of the the practice team and patient participation group. The aim of the team is to promote and educate patients on access.

The practice was open Monday to Friday from 8am to 6:30pm. Extended hours appointments were available on Tuesdays and Thursdays until 8 pm. Patients could also book Saturday appointments, which were provided on a rotational basis between six practices within the local primary care network. When the practice was closed, patients were advised to contact NHS 111. The practice had arrangements in place for prioritising patients with the most urgent needs. IT systems were used to monitor phone lines, a senior member of staff would have overall oversight on all daily incoming calls, ensuring call waiting times were being minimised. Staff were trained to book appointments with members of the practice clinical team, or signpost patients to other appropriate services and were supported to this by documented protocols and access to a duty doctor. Appointments were available with GPs, practice nurses, healthcare assistants, clinical pharmacist and physician associate. There was also a social prescriber. Appointments were adjusted to take into account demand from patients around school holidays and bank holidays and the time of year. The practice held regular staff meetings to discuss access related concerns. The practice was also actively involved with its patient participation group, we were told patient access was discussed regularly.

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.