Investigation Report on Service Quality at Bermondsey Spa Medical Centre
Assignment Brief
INTRODUCTION TO THE SCENARIO
Bermondsey GP surgery rated ‘inadequate’ by CQC .Following a CQC inspection in January 2019,
Dr Shabir Bhatti’s practice (also known as Bermondsey Spa Medical Centre), was rated
‘Inadequate’ for being ‘Well-Led’ and ‘Responsive’. It was rated ‘Requires Improvement’ for being ‘Safe, Effective and Caring’.
In the latest round of inspections, the watchdog found that improvements had been made to addresses care failings – but it added it had “ongoing concerns” about the sustainability of the changes. The practice is led by Dr Shabir Bhatti.
Antony Hall, who is the CQC’s Head of Inspection for Primary Medical Services in London, said: “Dr Shabir Bhatti’s practice will remain in special measures. The service will be kept under review and if needed could be escalated to further enforcement action.”
ANSWER ALL 3 QUESTIONS:
You have been hired as a junior investigation officer by Dr Shabir Bhatti’s practice to investigate the reasons for the practice being rated as ‘inadequate’. Your investigation should address the following three questions.
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced by Dr Shabir Bhatti’s practice. (30 Marks) 700 words
ASSESSMENT CRITERIA FOR Q1
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Knowledge and understanding of the issues currently being experienced by Dr Shabir Bhatti’s practice.
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Ability to conduct valid and relevant research.
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Ability to extract relevant information and draw balanced conclusions.
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff to improve the quality of service delivery. (30 Marks) 600 words
ASSESSMENT CRITERIA FOR Q2
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Knowledge and understanding of capabilities, competences and philosophy.
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Ability to conduct valid and relevant research .
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Ability to extract relevant information and draw balanced conclusions
Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir Bhatti’s practice in terms of delivering consistent and effective quality management. (30 Marks) 700 words!
Kaizen Or Key Performance Indicators (KPI)
ASSESSMENT CRITERIA FOR Q3
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Knowledge and understanding of the technique that will enable Dr Shabir Bhatti’s practice in delivering consistent and effective quality management
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Ability to conduct valid and relevant research
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Ability to extract relevant information, make recommendations and draw balanced conclusions . References list Harvard style (10 marks)
Sample Answer
Investigation Report on Service Quality at Bermondsey Spa Medical Centre
Introduction
Bermondsey Spa Medical Centre, led by Dr Shabir Bhatti, has faced serious concerns about the quality of care following an inspection by the Care Quality Commission. The practice has been rated inadequate for being well led and responsive, while also requiring improvement in the areas of safety, effectiveness and caring. Despite some recent improvements, the CQC remains doubtful about the sustainability of these changes. This report investigates the problems facing the practice using Maxwell’s dimensions of service quality, evaluates whether the staff are capable of raising service standards and explores how the use of a quality management technique such as Key Performance Indicators could strengthen consistency and patient care in the long term.
Problems Experienced at the Practice through Maxwell’s Dimensions of Service Quality
Maxwell’s six dimensions provide a framework for analysing service quality. These dimensions include accessibility, acceptability, relevance, equity, efficiency and effectiveness. By applying these to Bermondsey Spa Medical Centre, the challenges behind its inadequate rating become clearer.
Accessibility refers to how easily patients can reach and use healthcare services. Reports about the practice suggest that patients faced difficulties with booking appointments and receiving timely consultations. Long waiting times and poor organisation of appointment systems reduced patient satisfaction and left some individuals unable to access care when needed.
Acceptability focuses on whether services meet the expectations and values of patients. The CQC inspection highlighted shortcomings in responsiveness and caring, which indicates that patients may not have felt respected, listened to or valued. For instance, a lack of clear communication between staff and patients can create frustration and reduce confidence in the service.
Relevance relates to whether services meet actual healthcare needs. The practice was rated as requiring improvement in terms of being effective. This suggests that treatment plans, follow ups and preventative measures were not fully aligned with patient needs or best practice. When services are not tailored to the community they serve, patients are left at risk of poorer health outcomes.
Equity is concerned with fairness and whether all patients receive the same quality of care regardless of their background. If complaints or reports highlighted that some groups found it harder to get support, this would represent a problem of inequity. Even if unintended, practices that do not respond equally to all patients can quickly lose public trust.
Efficiency refers to the best use of resources to achieve results. A rating of requires improvement in safety and effectiveness suggests inefficiencies in staff deployment, record keeping and follow up systems. These inefficiencies not only delay care but also create risks for patient safety.
Continued...
