'Teldoc has taken action to address shortfalls' - Three Telford GP surgeries rated 'good' in CQC inspection

In a round of inspections from the Care Quality Commission (CQC), three locations - Malinslee, Lawley and Oakengates - were visted in February.

The three sites are registered with the CQC to provide a range of regulated activities, including diagnostic and screening procedures, midwifery and maternity services, family planning, surgical procedures and treatment of disease, disorder or injury.

The reports, published on Thursday (June 26), rated all three 'good' overall.

All five areas ('safe', 'effective', 'caring', 'responsive' and 'well-led') across all three locations were given a 'good' rating, with the exception of Oakengates which was rated as 'requires improvement' in one area - 'safe'.

The report stated that at previous inspections, the CQC found that Teldoc patients "could not always access appointments in a timely way".

The report continued: "At this assessment, the provider had taken action to address the shortfalls and had recruited additional staff to respond and meet people’s needs and had implemented a total triage system to provide a more effective approach to signposting patients to the appropriate clinicians.

"As part of the total triage system, patients had to complete a health co-pilot questionnaire in order to obtain an appointment. These were reviewed by a member of the clinical team and appointments were allocated with a clinician depending on the needs of the patient. These forms were accessible on the practice website."

Despite the efforts, the report noted that results from the National GP Patient Survey showed the practices were "below local and national averages in the overall experience of making an appointment" and comments inspectors received "showed negative views on access and receiving appropriate care and treatment".

The report added: "We recognise the pressure that practices are currently working under, and the efforts staff are making to maintain levels of access for their patients.

"We recognise the great and often innovative work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve.

"We know colleagues are doing this while demand for general practice remains exceptionally high, with more appointments being provided than ever. In this challenging context, access to general practice remains a concern for people."

Elizabeth Walker, Head of Primary Care at NHS Shropshire, Telford and Wrekin, said: “We welcome the recent inspection findings from the Care Quality Commission (CQC), which reflect the continued dedication and hard work of our General Practice teams in delivering safe and effective care to our patients at Lawley, Malinslee and Oakengates.

“While a small number of opportunities were identified for Oakengates, the practice - working closely with NHS Shropshire, Telford and Wrekin - remains committed to continuous improvement and ensuring high-quality care across the area.”

The full inspection reports are available to view on the CQC website.