Thorneloe Lodge Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made sure people could access the care, support and treatment when they needed it. The practice opening hours were 8:00am to 6:30pm Monday to Friday. Same day urgent appointments were available, and routine appointments could be booked in advance. Patients could access the services in various ways, such as telephone or electronically.

Patient feedback from the National GP Patient Survey highlighted the following: 63% found it easy to get through to this GP practice by phone, in comparison to the national average of 57%; 68% found it easy to contact this GP practice using their website, in comparison to the national average of 58%; 76% found it easy to contact this GP practice using the NHS App, in comparison to the national average of 54% and 77% described their experience of contacting their GP as good, in comparison to the national average of 73%. These results had improved since the previous National GP Patient Survey, demonstrating that the changes made in the practice had a positive impact to appointment access.

Leaders told us they had introduced a new telephone system that offered a call back option and had merged the reception and administration team. The provider monitored telephone access and had taken action to improve waiting times. Audit data showed waiting times had reduced, including during the busiest periods. The introduction of online consultation forms resulted in less telephone calls made to the practice, which allowed staff to spend more time answering the telephone to those who needed support or not familiar with the online forms.

The premises were accessible. There was a ramp from the entrance to the reception area. Although some consultation rooms were upstairs and the building did not have a lift, patient notes identified if a patient needed a room on the ground floor.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.