Station Medical Centre

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Hereford Medical Group is a GP practice and delivers services to 47,543 under a contract held with NHS England. The National General Practice Profile states that the ethnic make-up of the practice is 95.75% White, 1.81% Asian, 0.48% Black, 1.21% Mixed and 0.76% Other. Services are delivered from the main site Station Medical Centre alongside 3 other branch sites: Quay House, Bobblestock and South Wye. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery.

People's experience of this service

Patients we spoke to were generally positive about the quality of their care and treatment once they secured an appointment. However, many reported difficulties getting through to the practice by phone to schedule one.

This issue was reflected in the latest National GP Patient Survey, which showed low scores in key areas, including wait times for appointments, access to preferred healthcare professionals, and phone accessibility.

While the online system efficiently triaged and provided appropriate outcomes within two hours, many patients continued to struggle with phone access, particularly those unable to use or unaware of the online option.

There was an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG described how managers made positive changes because of feedback, such as implementing a quiet area in the waiting room.