Doddington GP surgery needs to be more ‘responsive’

A GP surgery rated as ‘good’ overall has been told to improve its responsiveness by a health watchdog.

The Care Quality Commission carried out a targeted inspection of Doddington Medical Centre to look at its responsiveness to patients following feedback in the National GP Patient Survey.

Whilst the centre based in Benwick Road was rated ‘Good’ across every category including being ‘Safe’, ‘Effective’, ‘Caring’ and ‘Well-led’ it was found wanting when it came to ‘Responsive’ and was rated ‘Requires improvement’.

The targeted inspection, which was carried out at the end of November without a site visit by Dr Sean O’Kelly, was done as part of the CQC’s GP responsive assessment.

It was carried out by conducting staff interviews and requesting evidence from the surgery.

The inspection found the practice had ‘positive’ or ‘no change’ reported in the GP national patient survey data since the previous year’s results.

However, the report published this week said: “The practice was still below local and national averages.”

It added: “Although there was no real variation in patient data, the practice had a downward trend in the national GP survey since 2019. The provider told us in response to this, they implemented feedback following every patient appointment and saw around 70 to 80 responses a month, and 83% of patients were satisfied with the time given during an appointment.

“Additionally, friends and family surveys are a contractual requirement, and introducing them after each appointment was enhancing opportunities for feedback only.

“The provider undertook their own patient feedback surveys and their September 2023 results provided demonstrated a 20% increase in patient satisfaction, and recognised this may affect the national GP patient survey data.”

The inspector recognised the pressure that practices are currently working under and the efforts staff is making to maintain levels of access for their patients.

Dr O’Kelly said: “At the same time, our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care.

“Although we saw the practice was attempting to improve access, this was not yet reflected in the GP patient survey data or other sources of patient feedback. Therefore, the rating is requires improvement, as ratings depend on evidence of impact and must reflect the lived experience that people were reporting at the time of inspection.”