One patient felt the level of care provided by a paramedic during a home visit did not meet their needs and their partner later had to attend A&E. We have asked that all paramedics making home visits have access to clinical support.
Many patients told us they had to stand in queues at the surgery or wait for very long periods on the phone to get an appointment.
We found that useful information about out-of-hours clinics was not on display. More clarity for patients on the procedures at the practice, such as who they will see and how to get test results was also highlighted.
Although the surgery didn't respond to our recommendations it has now introduced online system askmyGP. We are planning a further visit shortly to see how this is working to help patients.