The Care Quality Commission
  • Doctor
  • GP practice

Teldoc-Lawley Medical Practice

Overall: Good read more about inspection ratings

Birchfield House, Farriers Green, Lawley Bank, Telford, TF4 2LL (01952) 560011

Provided and run by:
Teldoc

All Inspections

During an assessment under our new approach

Teldoc has multiple sites across the Telford and Shropshire area and provides a range of primary medical services. Teldoc has the following three locations registered with the Care Quality Commission, Malinslee, Lawley and Oakengates under the Health and Social Care Act 2008 to provide the following regulated activities, diagnostic and screening procedures, midwifery and maternity services, family planning, surgical procedures and treatment of disease, disorder or injury. Teldoc also have 3 branch practices, Hadley, Leegomery and Madeley. We visited all 6 practices during the onsite assessment.

This report relates to the Lawley site. We inspected and rated this service under our previous methodology on 21 January 2020. The practice was rated good overall, and for key questions safe, effective, caring and well-led, for the responsive key question, it was rated as requires improvement. We carried out an announced assessment of 28 quality statements, under the safe, effective, caring, responsive and well-led key questions between 5 March and 6 March 2025. The assessment was carried out remotely and included an on-site inspection. The service has been rated as good for all key questions. You can find more details in the evidence category findings.

We also assessed Equity in Access under the responsive domain due to concerns and complaints we have had from people who used the service in the past 12 months. At the time of the assessment, there were approximately 52,000 patients registered with the service.

We recognise the great and often innovative 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.
 

21 January 2020

During a routine inspection

We carried out an announced comprehensive inspection at Teldoc-Lawley Medical Practice on 21 January 2020 as part of our inspection programme. We also visited the following branches: Aqueduct, Madeley and Leegomery during this inspection.

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 have rated this practice as good overall and requires improvement for Responsive and all population groups.

We rated Responsive and all population groups as requires improvement because:

  • Further work was needed to improve patient satisfaction in relation to access to care and treatment. Some patients felt that there were unacceptable waiting times and delays in getting to see a GP and that the appointment system needed further review.

  • The national GP patient survey results (2019) for the practice were below local and national averages for questions relating to access to care and treatment. In particular the patient satisfaction around telephone access, the type of appointment offered and the overall experience of making an appointment.

We found that:

  • The practice had clear systems, practices and processes to keep people safe and safeguarded from abuse.
  • There were adequate systems to assess, monitor and manage risks to patient safety.
  • Patients received effective care and treatment that met their needs.
  • We saw examples of proactive management of patients’ medicines, through the support of the clinical pharmacists employed by the organisation.
  • Leaders were aware of the strengths and areas for development and strived to keep updated. There was a strong focus on developing the skills of their staff team and keeping abreast with changes in the health economy.
  • There was a strong focus on quality improvement, through the extensive auditing and clinical supervision.

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

  • Implement the practice lone working policy so that staff and patients are kept safe.
  • Secure blind cords to avoid harm to children and vulnerable adults.
  • Continue to improve patient satisfaction with regards to access to the service and consultations with health care practitioners.
  • Further promote the work of the patient participation group (PPG) and promote information sharing with patients.

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care