After being rated ‘inadequate’ by the Care Quality Commission, Unity Health is making moves to improve.
The practice, which has surgeries at Kimberlow Hill and Wenlock Terrace, has announced changes after being put into special measures last month.
Five new members of staff have been introduced in order to help the surgery meet the needs of its patients.
To implement its new telephone system Unity Health has employed four new call handlers, directly responding to criticism from the CQC report which criticised the surgery for being understaffed.
Unity Health have also appointed an infection control lead nurse and are proactively recruiting new doctors in hope that they can better serve the needs of their patients.
First five-star review
The surgery had come in for huge criticism from patients, with many one-star ratings. But Unity Health is trying to rebuild trust between staff and patients.
Following three open days, there are now plans for a patient participation group meeting on Saturday September 1. All patients are invited to attend.
And the surgery has now attracted its first five star review since the problems began, headlined: “Massive improvement. Thank you”
Regarding the surgery’s recent troubles Unity Health partner Dr Richard Wilcox said:
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We’re really sorry that in attempting to make improvements to the way we handle appointments, some of our systems proved not to be up to the job.
Our patients told us it wasn’t acceptable, we listened and we’re doing everything we can to put things right. We’re confident that the measures we’ve put in place will see normal service resumed.