The in­spec­tor calls

The Wokingham Paper - - EVERY STEP COUNTS - with Ni­cola Strud­ley Ni­cola Strud­ley, works two days a week as the man­ager for Health­watch Wok­ing­ham Bor­ough. Opin­ions ex­pressed in this blog are her own

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.

Pro­cee­dures

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

Let Health­watch know your views. Get in touch:

Phone: 0118 418 1 418

Web­site: www.health­watch­wok­ing­ham.co.uk

App: Speak Up Wok­ing­ham (Free to down­load from Ap­ple or Google Play)

E-Mail: en­quiries@health­watch­wok­ing­ham.co.uk Face­book: @health­watch­wok­ing­ham

Twit­ter: @HWWok­ing­ham

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