Since the previous inspection, the practice analysed the national patient survey result and developed an action plan. To improve patient satisfaction the practice employed a full time GP to increase appointment access, a new phone system was introduced and better use of online services were made.

As a result, data from the July 2017 national GP patient survey showed patient satisfaction had improved in most areas. Unverified data from internal surveys carried out by the practice also showed improvements.

Previously the practice uptake of national screening such as bowel and breast cancer was below local and national averages.

Members of the management team we spoke with explained that following a survey carried out in February 2017 to assess reasons for low uptake, the practice identified a number of barriers. For example, misunderstanding regarding the purpose of screening, literacy barriers and language barriers as well as cultural and religious reasons. As a result, greater awareness of the benefits of screening was discussed with patients. Alerts were added to patient notes which prompted clinicians to opportunistically provide health promotion and advice during appointments.

More effective systems for following up patients who missed screening appointments were introduced and reception staff were able to communicate with patients in various languages.

Data from the 2015/16 Quality and Outcomes Framework (QOF) showed that uptake rates for bowel cancer screening had declined; however breast screening slightly improved. Staff explained that they were aware of their performance and continued to educate patients on the benefits of screening. GPs were also engaging with local cancer intelligence networks to improve online literature in various languages.

Since the previous inspection, the practice analysed the national patient survey result and developed an action plan. To improve patient satisfaction the practice employed a full time GP to increase appointment access, a new phone system was introduced and better use of online services were made.

As a result, data from the July 2017 national GP patient survey showed patient satisfaction had improved in most areas. Unverified data from internal surveys carried out by the practice also showed improvements.

Previously the practice uptake of national screening such as bowel and breast cancer was below local and national averages.

Members of the management team we spoke with explained that following a survey carried out in February 2017 to assess reasons for low uptake, the practice identified a number of barriers. For example, misunderstanding regarding the purpose of screening, literacy barriers and language barriers as well as cultural and religious reasons. As a result, greater awareness of the benefits of screening was discussed with patients. Alerts were added to patient notes which prompted clinicians to opportunistically provide health promotion and advice during appointments.

More effective systems for following up patients who missed screening appointments were introduced and reception staff were able to communicate with patients in various languages.

Data from the 2015/16 Quality and Outcomes Framework (QOF) showed that uptake rates for bowel cancer screening had declined; however breast screening slightly improved. Staff explained that they were aware of their performance and continued to educate patients on the benefits of screening. GPs were also engaging with local cancer intelligence networks to improve online literature in various languages.