Major improvements to GP surgeries in Scarborough
Last year, the Haxby Group, formerly Central Healthcare, was told to make significant improvements
There have been some MAJOR improvements to GP surgeries in Scarborough.
A CQC inspection last year found that significant changes were needed across the Haxby Group, formerly Central Healthcare.
And more recently, the Care Quality Commission has been back awarding a rating of GOOD overall.
Dr Alistair Crosswaite, GP Partner, said:
“The team is thoroughly delighted with the recent report from the Care Quality Commission (CQC) which has rated us ‘Good’ in all areas.
“Since our last visit from the CQC, we’ve been working round the clock to tackle all the things which needed to improve. This new report confirms we’ve made great progress in an incredibly short period, during an exceedingly challenging time for everyone. This success is purely down to the efforts of every single individual at this practice and we are extremely proud of our great team.
“Our partnership with Haxby Group and the commitment of all our teams working together has supported this tremendous improvement. It was pleasing to see the CQC particularly note the way the practice was led and managed, saying this ‘promoted the delivery of high quality, person-centred care’.
“What’s also important is our patients are seeing the results of this work. As we continue to invest in the practice, the people of Scarborough will see us grown and improve further as we aim to make this an outstanding practice. Scarborough can become a better place for people to live and work and our ambition is to be part of that movement.”
Improvements
Digital improvements
"This year we’ve upgraded our telephone system so patients do not have to wait so long to get through. Our new internet-based phone system is already reducing phone waiting times for patients.
"We’ve also installed a new digital consultation system – Klinik - to make sure patients who have online access, can contact us directly, request an appointment and get the right treatment and response more quickly. This also helps to free up our phone lines for urgent requests. We are getting some very positive feedback from patients around this.
"The CQC noted that we had adjusted how we delivered services to meet the needs of patients during the pandemic and said ‘patients could access care and treatment in a timely way’."
Staff improvements
"The CQC noted that staff dealt with patient with kindness and respect and involved them in decisions about their care. They also confirmed we had improved the support of staff and supervision offered to clinical staff.
"We’ve been retraining and training staff so they can be more confident in their work and better support for patients. We’re introducing new roles, new ways of working and smoother processes which mean people get quicker responses and better care.
"We have an ongoing recruitment campaign to bring more administrators, clinicians and healthcare professionals to the practice. In turn, they will bring experience, ideas and support for existing staff. This expansion plan will take time and will be done in phases.
"We’ve bolstered both the clinical and non-clinical teams."
Surgery improvements
"We’ve carried out a huge refurbishment of our Lawrence House surgery, updating our clinical rooms on all floors of the building. This will be completed by the end of the year as we replace the floor of our main reception. Next year we will focus on refurbishing the outside of the building too.
"We’re asking patients to work with us:
• "Keep us notified of changes to contact details and make sure we have up to date mobile phone numbers so we can send you updates and reminders
• "Contact us using the online tool on our website, rather than by phone. This frees up the phone lines for those patients who can’t go online. A doctor looks at every one of these requests.
• "Use the NHS App to order prescriptions
• "Use the NHS App to get test results – this is the safest way.
• "Try not to phone us first thing (8am til 10am) unless urgent as this is our busiest time of day.
• Book your Covid vaccination online via nhs.uk or ring 119"
NHS North Yorkshire Clinical Commissioning Group (CCG) Accountable Officer, Amanda Bloor, said: "We recognise the tremendous effort that has gone into implementing improvements at Central Healthcare. This has taken a lot of hard work by Central Healthcare staff, resulting in better access and healthcare for patients in Scarborough."
The full report from the CQC can be viewed at https://www.cqc.org.uk/location/1-5676455770