CRAVEN health provider Modality Partnership has received an ‘outstanding’ rating from regulators.

The assessment took place after concerns were raised by patients and councillors regarding a controversial new online booking system for appointments.

Modality runs 10 GP surgeries in Airedale, Wharfedale and Craven including Fisher Medical Centre in Skipton, Silsden Surgery and Steeton Health Centre.

But since introducing the booking system in April last year it faced complaints from many patients, including older and vulnerable patients,  who said they found it difficult to use.

Councillors received a deluge of complaints from residents regarding the new booking system.

Leaders from Modality told a North Yorkshire Council meeting earlier this year that it had “no choice” to bring in the online system due to the sheer volume of telephone calls it was getting.

Inspectors at the Care Quality Commission specifically looked into Modality’s triage system, telephone waiting times and a perception that appointments could no longer be made in person at the practices.

However, it found the provider had appropriate processes to ensure patients could continue to book an appointment in a way that suited them.

They said this included providing extra support to vulnerable and elderly patients to access appointments.

According to the report, leaders and staff across Modality’s practices spoke positively about the appointment system.

They said the changes meant patients were able to access appointments according to their clinical need.

Responses also indicated that patients were happy with clinical care, felt listened to and were given enough time during their last appointment.

In response to the report, Dr Brendan Kennedy – executive partner Modality AWC said: “We have been waiting for the official publication following the most recent CQC inspection of our services. The inspection was prompted in part by local concerns from patients and councillors regarding access to our services.

“After the inspection by the regulator on the specific area of access, we were again rated outstanding, and we do believe this reflects the continued hard work of our staff, the involvement of our patients and our innovative approach that is part of the solution to many of the challenges faced by General Practice around the country.”

You can read the full report here: https://www.cqc.org.uk/location/1-6972353547/reports/AP3037/overall/caring