- GP practice
Flixton Road Medical Centre
Report from 11 March 2024 assessment
Contents
Ratings
Our view of the service
Flixton Road Medical Centre is an NHS GP practice which provides primary care services to patients in the Trafford area of Greater Manchester. We carried out an announced assessment of one quality statement, equity of access, under the key question Responsive at Flixton Road Medical Centre on the 18 March 2024. We carried out the assessment as part of our work to understand how practices are working to try to meet peoples demands for access and to better understand the experiences of people who use services and providers. We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know staff are carrying this out whilst the demand for general practice remains exceptionally high, with more appointments being provided than ever. However, in this challenging context, access to general practice remains a concern for people. Our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. The assessment of the quality statement equity of access includes looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement. Overall, the practice is rated as good and the key question responsive continues to be rated as providing a good service. We found that the practice acknowledged and understood their patient population. They had organised services to meet patients’ needs, particularly those who were most likely to have difficulty accessing care, so that people can access care, treatment and support when they need it and in a way that works for them. The practice sought out and used feedback and other data/information to monitor and improve access.
People's experience of this service
In the 2023 National GP Patient Survey, the practice’s data demonstrated responses for patient satisfaction with how easy it is to get through to the practice by phone was positive and above national average. Satisfaction with GP practice appointment times, the appointment offered, and with the overall experience of making an appointment were in line with national averages. They all showed an improvement in performance to previous year’s results. Results from the NHS Friends and Family Test (FFT) were reviewed. We found for the months September and October 2023, 88% of 207 responses said the practice was good or very good. Improvements were seen with more positive feedback in December 2023, January and February 2024. A total of 688 responses were received in these three months with an average of 96% of respondents saying they thought the practice was good or very good. (England average is 91%). The practice undertook internal satisfaction surveys and acted on feedback, for example, patient education in extended hours appointments. CQC received feedback from 18 patients, all of these included positive comments in respect of care, treatment and access. Positive comments were made in respect of timely contact and appointments and the use of online and App services. 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. The practice had reviewed and responded to feedback relating to access and continues to make improvements.