The inspector calls
WOKINGHAM Medical Centre has 23,000 registered patients. Wokingham Medical Centre was taken over by Modality Partnership early 2018, a GP super partnership that operates nationally.
The partnership is in the process of merging with another local GP practice.
Healthwatch often hears from patients about how difficult it can be to get through to Wokingham Medical Centre to book an appointment.
We have also been hearing from patients that have turned up to the sit and wait clinic only to find it is not operating.
Wokingham Medical Centre is registered with the Care Quality Commission (CQC) to provide the following regulated activities: Treatment of disease, disorder and injury; Family planning; Surgical procedures; Maternity and midwifery and Diagnostic and screening procedures.
The CQC carried out a focused inspection over the summer, to look specifically at how patient feedback was responded to.
The practice website allows patients to feedback. In addition, the inspectors found that the practice had carried out a survey of 270 patients, in which patients gave a mixed response to the appointment system particularly in regard to accessing the practice via telephone.
The practice was aware of this feedback and had made adjustments to the incoming telephone lines.
We all have the right to good healthcare. When things do not go well it can be confusing to work out who is responsible and who you can raise your concerns with.
Wokingham Medical Practice GPs are not employed directly by the NHS: They have a contract to provide NHS services.
At every GP surgery, there has to be a procedure to deal with complaints, and someone who is responsible for dealing with complaints.
The practice was rated as “requires improvement” as it did not appear to operate a consistent complaints process.
Patients raising a complaint did not always receive acknowledgment to or a timely reply to their concerns.
Feedback is important in making sure that the NHS provides the best service it can.
Some problems can be dealt with on the spot if you’re comfortable raising them informally with staff. If you’d like to complain about your GP, ask for a copy of the surgery’s complaints procedure, and use this to help you.
Keep a record of who you speak or write to, and on what date.
If you raise your complaint verbally, make sure you write down everything you discuss.
If unsure you can talk to Healthwatch in confidence and anonymously.
To read the full inspection report go to: www. cqc.org.uk/location/1-1384269424/inspectionsummary#overall
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