Updated 17 September 2024
Date of assessment 30 October 2024 to 19 November 2024. Island Health is a GP Practice and delivers services to 14,090 people under a contract held with NHS England. Island Health is located in the Isle of Dogs in East London. Information published by the Office for Health Improvement and Disparities shows that deprivation within the service population group is in the seventh decile (7 of 10). The lower the decile, the more deprived the service population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. We carried out this assessment in response to concerns raised about the service and because there was a change of provider in April 2023. This will be the first assessment of the new provider. We assessed 98 quality statements across Safe, Effective, Caring, Responsive and Well-led key questions. Our assessment included a site visit on 13 November 2024. During the assessment we found some systems to manage risks to patient safety needed strengthening. This included safety risks in the building which was managed by another organisation. Patients were regularly assessed, and care and treatment were delivered in line with current legislation and evidence-based guidelines. The service had worked to ensure that all patients could access the care and treatment they need when they needed it. The service made sure there was continuity of care, including when people moved between different services. Leaders understood local population issues, and the challenges and priorities for their service. Leaders cared about and promoted the wellbeing of their staff and staff told us they enjoyed their roles.- GP practice
Island Health
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Updated 17 September 2024
Recent survey results, including from the National GP Patient Survey and the NHS Friends and Family Test, showed a mix of positive and negative feedback from people who used the service. There were systems and processes to ensure the provider used people’s feedback and other evidence, to actively seek to improve access for people more likely to experience barriers or delays in accessing their care. Where negative feedback had been provided to the service, we saw these had been reviewed by the service management team. The service offered patients the opportunity to provide feedback after a consultation has taken place. Patients were made aware of the opportunity to participate. There was an active patient participation group (PPG) which represented the views of people using the service.
The service had carried out an access improvement project through the NEL ICB, which ran from September 2023 to December 2023. The provider had identified areas for improvement and had an action plan to address these areas. For example, the service had installed a new phone system in December 2023 and had introduced an online patient consultation form to improve patient access. The service had introduced patient navigators to improve people’s access to the service which included triage by experienced GPs and clinicians to support patients. We found the provider was ensuring auditing of access, which included monitoring capacity and demand of appointments, numbers of appointments offered, those accepted or declined and also those which were offered and not attended. We were provided with patient feedback from local Healthwatch which they had gathered between January 2024 and October 2024. There were 28 responses. The positive feedback included the quality of online consultations and the quality of treatment and care received. People were positive about the attitude of staff. There was negative feedback about people’s experience of getting an appointment and contacting the service.