- GP practice
Teldoc-Lawley Medical Practice
Report from 19 February 2025 assessment
Contents
Ratings
Our view of the service
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.
People's experience of this service
We recognise the pressure that practices are currently working under, and the efforts staff are making to maintain levels of access for their patients. At the same time, our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care.
At our previous inspection we found that patients could not always access appointments in a timely way and patient satisfaction on accessing the practice by telephone was below local and national averages. At this assessment the provider had taken action to address the shortfalls and had recruited additional staff to respond and meet people’s needs and had implemented a total triage system to provide a more effective approach to signposting patients to the appropriate clinicians. As part of the total triage system, patients had to complete a health co-pilot questionnaire in order to obtain an appointment. These were reviewed by a member of the clinical team and appointments were allocated with a clinician depending on the needs of the patient. These forms were accessible on the practice website. Results from the National GP Patient Survey showed the practice were below local and national averages in the overall experience of making an appointment. Comments we received showed negative views on access and receiving appropriate care and treatment.