Kirby Road Surgery

Updated 12 July 2024

Date of assessment: 20 May to 21 June 2024 We carried out this assessment in response to concerns and risk we identified through our ongoing monitoring of the service and to follow-up breaches of regulation identified at our last inspection in June 2022. The service had improved. The practice now had effective systems to help protect people from abuse and neglect. The practice mostly assessed and managed risks to help keep people safe from avoidable harm. People’s care and treatment was now usually delivered in line with current guidance and evidence, and by staff who had the required skills, knowledge and experience. People had positive outcomes because they received effective care and treatment that met their needs and were supported to live healthier lives. People could access appropriate, accurate and up-to-date information in a variety of ways. The practice had made improvements in how they handled complaints and encouraged people to provide feedback about the service, which they could do through a variety of ways. People could now access the care, support and treatment they needed, when they needed it, and in a way that worked for them. There were now clear and effective governance structures in place and comprehensive quality assurance systems. The practice was led in a capable, compassionate and inclusive way, with a focus on staff well-being and development. There was an emphasis on improving the quality of the service and how the practice worked as part of the local health and social care system.

Updated 12 July 2024

Feedback from people, their family carers and professionals who worked closely with the service was mostly positive, with some negative feedback about the accessibility of appointment systems and the approach of some staff members. Indicators in the GP Patient Survey published in 2023 showed lower performance data under the areas of access and patient experience. However, the practice was proactive in ensuring there was equity in access, experience and outcomes for their patients. They had carried out their own review using the same questions from the GP patient 2023 survey and had noted higher performance data. Additionally, the practice had undertaken a patient survey with regards to cervical screening Saturday clinics, with feedback from patients noted as overwhelmingly positive. The practice used all this feedback, as well as other people’s experiences they had collected via other channels such as, through complaints to develop systems and services to improve the patient experience. Where the feedback was negative, the practice reviewed the feedback, from whatever source, responded to the patient and where possible made changes. There was also 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, working hard to narrow the time frame in which clinicians would call back patients.