Ensuring that effective communication took place between staff teams, and ensuring that all staff were involved in the review of issues relating to the quality of service, such as significant events and that meetings are held regularly.

The practice needed to review national patient survey data in relation to GP and nurse consultations and take action to improve this.

The practice needed to monitor patient satisfaction in relation to accessing appointments and monitoring the effect of changes made to the appointment system.

The practice needed to take action to ensure all administrative staff received annual appraisals and up to date training.

Regular monthly practice meetings were held where significant events were discussed. These were minuted and made available to all staff groups. Other meetings were held by staff groups, for example, nurse and administrative staff, where relevant issues were discussed.

The practice had undertaken annual appraisals appropriately and evidence was seen that all relevant training was up to date.

The practice had mixed reviews for patient satisfaction in relation to GP and nurse consultations. For example, results from the national GP patient survey released in July 2017 showed:

90% of respondents said they had confidence in the last GP they saw or spoke to in comparison to the local clinical commissioning group (CCG) average of 96% and the national average of 95%.

78% of respondents said the last nurse they saw or spoke to was good at explaining tests and treatment in comparison to the CCG and national average of 90%.

The practice had mixed reviews for patient satisfaction in relation to accessing appointments. For example:

60% of respondents said the last appointment they got was convenient in comparison to the CCG average of 82% and the national average of 81%.

However, the friends and family test data documented from July 2017 to October 2017 showed 907 responses of which 739 (81%) showed that people were either extremely likely or likely to recommend the practice to their friends and family. This was in comparison to the CCG average of 81% and national average of 77% captured in the national GP patient survey for that question.

The practice had been affected by staffing issues for a period of time that might have impacted in lower satisfaction scores within the two previous national GP patient surveys. The practice has since rectified their staffing problems and this has resulted in improvement in the area captured by the friends and family test.

However, there were also areas of practice where the provider should make improvements.

Importantly, the provider should:

Continue to monitor patient satisfaction levels in all areas that show low satisfaction in the national GP patient survey and continue to take action to improve these areas.

Ensuring that effective communication took place between staff teams, and ensuring that all staff were involved in the review of issues relating to the quality of service, such as significant events and that meetings are held regularly.

The practice needed to review national patient survey data in relation to GP and nurse consultations and take action to improve this.

The practice needed to monitor patient satisfaction in relation to accessing appointments and monitoring the effect of changes made to the appointment system.

The practice needed to take action to ensure all administrative staff received annual appraisals and up to date training.

Regular monthly practice meetings were held where significant events were discussed. These were minuted and made available to all staff groups. Other meetings were held by staff groups, for example, nurse and administrative staff, where relevant issues were discussed.

The practice had undertaken annual appraisals appropriately and evidence was seen that all relevant training was up to date.

The practice had mixed reviews for patient satisfaction in relation to GP and nurse consultations. For example, results from the national GP patient survey released in July 2017 showed:

90% of respondents said they had confidence in the last GP they saw or spoke to in comparison to the local clinical commissioning group (CCG) average of 96% and the national average of 95%.

78% of respondents said the last nurse they saw or spoke to was good at explaining tests and treatment in comparison to the CCG and national average of 90%.

The practice had mixed reviews for patient satisfaction in relation to accessing appointments. For example:

60% of respondents said the last appointment they got was convenient in comparison to the CCG average of 82% and the national average of 81%.

However, the friends and family test data documented from July 2017 to October 2017 showed 907 responses of which 739 (81%) showed that people were either extremely likely or likely to recommend the practice to their friends and family. This was in comparison to the CCG average of 81% and national average of 77% captured in the national GP patient survey for that question.

The practice had been affected by staffing issues for a period of time that might have impacted in lower satisfaction scores within the two previous national GP patient surveys. The practice has since rectified their staffing problems and this has resulted in improvement in the area captured by the friends and family test.

However, there were also areas of practice where the provider should make improvements.

Importantly, the provider should:

Continue to monitor patient satisfaction levels in all areas that show low satisfaction in the national GP patient survey and continue to take action to improve these areas.