- GP practice
Benim Medical Centre
Report from 6 February 2024 assessment
Contents
Ratings
Our view of the service
Benim Medical Centre is a NHS GP practice which provides primary care services to patients in the Kensington area of Liverpool. We carried out an announced assessment of one quality statement, equity of access, under the key question Responsive at Benim Medical Centre on the 12 February 2024. Overall, the practice is rated as good overall and the key question responsive continues to be rated as providing a good service. 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, 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. We found that Benim Medical Practice had organised services to meet patients’ needs, including those who were most likely to have difficulty accessing care. The practice used feedback and other information to monitor and improve access. They worked with the local Primary Care Network to implement innovative good practice to improve access for all patients according to need.
People's experience of this service
In the 2023 National GP Patient Survey, the practice’s data demonstrated that the percentage of respondents to the GP patient survey who were very satisfied or fairly satisfied with their GP practice appointment times was observed as 73% and higher than the national and local averages. Patient satisfaction with getting through to the practice by phone, satisfaction with the appointment offered and with the overall experience of making an appointment were in line with the national and local averages. The practice had reviewed and responded to the feedback and continues to make improvements. Patient feedback gathered by the practice was positive, and where suggestions were made these had been acted on. The practice told us they reviewed patient feedback gathered from the NHS Friends and Family Tests (FFT), local colleague and patient feedback and from their local Patient Participation Group (PPG). 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. We were told and saw that the practice sought and acted on feedback relating to access.