Chapelford reacts to disappointing GP Patient Survey 2022 score

Chapelford Primary Care Centre came bottom of the table in terms of patient overall experience following the publication of the results of the GP Patient Survey 2022 on Thursday.

The survey measures patients’ experiences across a range of topics, including making an appointment, access to online services and out-of-hours services.

Chapelford was graded 35 per cent in terms of its overall patient approval rate – way below the national average approval rating across England at 72 per cent.

Worryingly, the surgery’s rate was 79 per cent last year, demonstrating a fall of more than half, with only 13 per cent of patients stating it was 'easy' to get through to someone over the phone.

Following the publication of the results, a spokesman said: “Chapelford Medical Centre is deeply disappointed by the recent outcome of the GP Patient Survey 2022.

“As a primary healthcare provider, Chapelford strives to deliver an excellent service to all of our patients, ensuring they receive safe and effective care whenever it is required – that is, and always will be, our top priority.

“Chapelford has faced significant challenges over the last year, specifically with recruitment and staff retention.

“This has added immense pressure whilst continuing to manage the unprecedented demand driven by the ongoing pandemic.

Chapelford Medical Centre did poorly in the GP Patient Survey 2022

“We recognise, understand, and empathise with the impact this had on overall patient experience.”

The surgery says that the survey was completed at the start of 2022, and in March 2022, a new management team was appointed at Chapelford.

Since then, the spokesman says there have been considerable improvements in the acknowledgement of patient feedback.

“We have restructured our workforce and can confirm Chapelford now has a permanent clinical and fully staffed administrative team,” they continued.

“This has improved access by 25 per cent and ensures continuity of care, which we are confident will improve patient outcomes.

“We are pleased to say we have already received a positive response to changes.

“For further assurance about the quality of care at Chapelford, the practice was inspected by the CQC in October 2021 and achieved a ‘good’ overall rating.

“However, it is vital we continue to hear patient feedback in order to progress our quality improvement strategy.

“We always welcome the opportunity to reflect on the service we provide.”