Teldoc-Lawley Medical Practice

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Patient feedback from the GP National Patient Survey was negative in a number of areas. The practice was aware of the negative feedback and had discussed the results with the patient participation group and had noted that there were areas for improvement. However, at the time of the assessment, we found no evidence to demonstrate what improvements had been implemented to improve patient satisfaction scores.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s culture and unique backgrounds and protected characteristics. A hearing loop was available, staff had access to interpreting services and the website provided information in a range of languages.

The provider told us they had the patient participation group provide support at patient forums to assist with the digital transition within the practice to the health co-pilot system. To further support people in completing the form call handlers provided support in completing the digital form and also if people attended the practice, staff were able to assist people in completing the form.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services

Patient feedback from the GP national patient survey showed 76% of people said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, this was below the local and national average of 87%. Feedback we received at the CQC demonstrated difficulties people faced in receiving the appropriate care and treatment.
The service did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. All people who required an appointment had to complete an online form through the Health Co-pilot triage model. Once received, the form was reviewed by a clinical member of staff and allocated to the appropriate person. The call centre staff were then tasked with organising an appointment. However, we found people were having difficulties in accessing appointments and found they had to complete several forms to gain access. Staff told us that this was an ongoing issue at the practice with people becoming very irate and upset they could not see a clinician. The leadership told us that if there were no appointments available and the request was deemed as urgent this would be passed to the duty doctor to review and make a decision on what action was required. Patient feedback on the day of the onsite assessment highlighted the difficulties people faced in speaking to someone on the phone and how stressful people found the online system due to the lack of appointments.
 

Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Some staff reported they felt they were not supported and were struggling. The leadership team told us staff had opportunities to feedback through staff meetings and one to one meetings with line managers.