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CQC report shows marked improvements

Central Healthcare’s GP Partner Dr Alistair Crosswaite, said:

“The team at Central Healthcare is pleased with the recent report from the Care Quality Commission (CQC). The report tells us that we’re starting to see improvements here at Central Healthcare and are on “a trajectory of improvement”. It recognises the progress made over an incredibly short period, during an exceedingly challenging time for everyone.

“We’ve been taken out of special measures, having addressed all the areas which were found to be inadequate early last year. This is good news for both patients and staff.

“What is more important to us, is that our patients are now telling us they’re starting to see a difference.

“And we’re confident that in 2021 they will see more marked improvements to our services as we continue to invest in the practice. The people of Scarborough deserve high quality care and we will drive further improvements to make this an outstanding practice.”

Improvements

 

Digital improvements

This year we’re upgrading our telephone systems so patients do not have to wait so long to get through. Our new internet-based phone system will go live later this month.

We’ve also recently 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 about this already.

We’re encouraging patients to go digital – moving from bottom in the region for usage of the NHS App, to near top.

Staff improvements

The CQC noted that we have put in place “new roles and systems to promote good governance and management”.

We’re 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.

Working with our partners Haxby Group we can bolster both the clinical and non-clinical teams. And Haxby Group is currently recruiting a GP Partner who will work solely from Scarborough.

NHS Covid vaccine service

We’re proud to have been one of the first 100 sites in the country to start vaccinating patients against Covid-19. By the end of this week we will have vaccinated more than 1,000 of our most vulnerable patients.

Working in partnership

We’ve now partnered with Haxby Group – a local GP practice rated outstanding by the CQC – who are supporting us to get even better. Haxby Group staff from York and Hull are working with us and alongside us as we continue to make improvements.

We’re also working in partnership with our patients and have set up new ways to receive feedback from them as we continue our journey of improvement.

This year we ask our patients to work with us to:

  • 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 and choose a pharmacy where you can pick it up

  • 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.

  • ENDS