Cleggs Lane Medical Practice

We carried out an announced assessment of Cleggs Lane Medical Practice on 25 January 2024. The assessment focused on the responsive key question.

Following our previous inspection on 29 September 2022 the practice was rated good overall and for all key questions. The full reports for previous inspections can be found by selecting the ‘all reports’ link for Cleggs Lane Medical Practice on our website at www.cqc.org.uk.

The practice continues to be rated as good overall.

Safe – not inspected

Effective - not inspected

Caring - not inspected

Responsive - Good

Well-led - not inspected

Why we carried out this review

We carried out this assessment as part of our work to understand how practices are working to try to meet demand for access and to better understand the experiences of people who use services and providers.

We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know colleagues are doing this while demand for general practice remains exceptionally high, with more appointments being provided than ever. In this challenging context, access to general practice remains a concern for people. Our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. These assessments of the responsive key question include looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement.

How we carried out the review

This assessment was carried out remotely. It did not include a site visit.

The process included:

• Conducting an interview with the provider and members of staff using video conferencing.
• Reviewing patient feedback from a range of sources
• Requesting evidence from the provider.
• Reviewing data we hold about the service
• Seeking information/feedback from relevant stakeholders

Our findings

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We found that:

• Patients could access care and treatment in a timely way and the provider had implemented systems and processes as a result of patient feedback.
• National GP patient survey results relating to access were mostly above national averages.
• Complaints were handled in a timely manner.

Whilst we found no breaches of regulations, the provider should:

• Follow their complaints policy to ensure responses have a meaningful apology where it is due and signposting the complainant to next steps including details of the Parliamentary and Health Service Ombudsman (PHSO).

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care