Archived: Owen Road Surgery

Updated 22 January 2015

Owen Road Surgery provides a service to 9000 patients in the North Lancashire area and is part of NHS Lancashire North Clinical Commissioning Group. 

Public Health England figures show that 22.94% of all patients at Owen Road Surgery are under 18 years of age or over and the largest percentage of the practice population. 59% of adults are of working status either paid work or in full-time education.

The practice is registered to provide the regulated activities of diagnostic and screening procedures, maternity and midwifery services, surgical procedures, and treatment of disease, disorder or injury.

The practice is open Monday to Friday between 8am and 6.30pm. The practice also operates extended opening hours on Wednesday and Thursday until 7.45pm.

When the practice is closed and in the out of hours (OOH) periods patients are requested to contact either 999 for emergencies or telephone 111 for the OOH triage service provided by Bay Urgent Care. This information is available on the practice answerphone system and practice website.

The practice has 5 GP partners, four male and one female, one salaried GP, one Nurse Practitioner partner, one Practice Nurse, and two Healthcare Assistants and a pharmacist. The practice also has a practice manager and deputy practice manager and all are supported by administration, reception and secretarial staff.

The practice rarely use locum GPs, but when required the same locum is accessed if possible, for continuity of service for their patients.

GP partners have their professional details available for patients to read on the practice website. Clinics for specific conditions are held by the practice on a regular basis.

Updated 22 January 2015

Letter from the Chief Inspector of General Practice

We inspected Owen Road Surgery on 01 October 2014. 

We inspected this practice as part of our new focused, comprehensive, inspection programme. This practice had previously been inspected using our old methodology.

During our visit we spoke with staff including GPs, receptionists, health care assistants, administration staff, and nurses. Following our inspection we spoke with six patients. Those patients we spoke with, and who completed the 13 Care Quality Commission comment cards, were all extremely complimentary about the care and treatment provided at the practice. Patients reported that all staff treated them with dignity and respect.

We looked at how well the practice provided services for specific groups of patients. These included; older patients, patients with long-term conditions, families, children and young people, working age patients (including those recently retired and students), patients living in vulnerable circumstances and patients experiencing poor mental health.

We found that the practice met the regulations and provided services that were safe, effective, caring, responsive and well led.

The overall rating for this practice was good.

Our key findings were as follows:

• The practice provided an effective service for all age groups. GPs, apart from having the overall competence to assess each person attending the service, had particular interest areas. For example,  one GP worked collaboratively with the local hospice and was the practice lead for palliative care.
• Patients confirmed they were able to contact the practice and speak with a health practitioner in a timely and accessible manner. Patients told us they could always get an appointment when they needed one, including on the same day if it was urgent.
• The practice ran a personal list system which meant that patients were registered with a particular GP. Staff knew patients and their needs well. Patients commented on the caring and friendly nature of the staff team.
• The practice took time to listen to the views of their patients and ran an active Patient Participation Group. Actions were identified to improve the service.
• Systems were in place within the practice to provide oversight of safety of the patients and environment. Patients told us the practice was always clean.

We saw areas of outstanding practice:

• The practice held weekly meeting to discuss which patients had recently passed away. Bereaved families were visited at home to offer emotional support and to sign post to other services.
• The practice ran appointments in conjunction with Inspire (drug and alcohol service) specifically for people with drug or alcohol problems. This encouraged people living chaotic lifestyles to attend the practice for health care and treatment.

However, there were also areas of practice where the provider should make improvements. 

• Ensure fridges used to store vaccines are hardwired. This is according to NHS England’s Protocol for Ordering, Storing and Handling Vaccines March 2014.
• If non clinical staff provide chaperone services they should be suitably trained.

• However, there were also areas of practice where the provider should make improvements.

• Ensure fridges used to store vaccines are hardwired. This is according to NHS England’s Protocol for Ordering, Storing and Handling Vaccines March 2014.
• If non clinical staff provide chaperone services they should be suitably trained.

• Some policies, including whistleblowing and recruitment required updating to reflect current guidelines.

However, there were also areas of practice where the provider should make improvements.

• Fridges used to store vaccines should be hardwired. This is according to NHS England’s Protocol for Ordering, Storing and Handling Vaccines March 2014.
• If non clinical staff provide chaperone services they should be suitably trained.
• Some policies, including whistleblowing and recruitment required updating to reflect current guidelines.
• Include Mental Capacity Act (2005) and "best interests" decisions training for staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 22 January 2015

The practice was knowledgeable about the number and overall health needs of patients with long term conditions using the service. They worked with other health services and agencies to provide appropriate support.

We saw that clinical audits were completed and where appropriate, any actions following the findings implemented and reviewed. For example, an audit was conducted of patients who were diagnosed as having high risk Atrial Fibrillation and were prescribed anticoagulants. Atrial fibrillation is a heart condition which causes an irregular and often abnormally fast heart rate. Clear learning points were identified and implemented. We saw evidence that this audit had directly improved the outcomes for these patients.

Staff were skilled in specialist areas which helped them ensure best practice guidance was always being followed. Individual staff who had had specialist training were responsible for specific areas of care.

Updated 22 January 2015

The practice provided services to meet the needs of this population group. There were comprehensive screening and vaccination programmes which were managed effectively to support patients. Community midwives attended the surgery four days per week, one of which was a drop in session to encourage attendance.

Staff were knowledgeable about child protection and two GP’s took the lead and deputy lead for safeguarding. The practice monitored any non-attendance of babies and children at vaccination clinics and worked closely with the health visiting service to follow up any concerns.

Updated 22 January 2015

The practice was knowledgeable about the number and health needs of older patients using the service. They kept up to date registers of patients’ health conditions, carers’ information and whether patients were housebound.  They used this information to provide services in the most appropriate way and in a timely manner.

The practice had begun to make efforts to engage more with a local care home. We saw that a meeting was scheduled to take pace.

The practice had a register of all patients in need of palliative care, which included a high proportion of older patients. A regular monthly palliative care meeting was held to discuss the patients on the palliative register and to consider if any additional support was required.

Updated 22 January 2015

The practice provided a range of services for patients to consult with GPs and nurses, including on-line booking and telephone consultations.

Patients were able to book a consultation with a GP through the extended hour’s service. This was available until 7.45pm on Wednesday and Thursday. Each patient we spoke to was happy that they could see a GP or nurse when they needed to.

Updated 22 January 2015

The practice maintained a register of patients who experienced mental health problems. The register supported clinical staff to offer patients an annual appointment for a health check and a review of medicines.

Community Mental Health Nurses provided clinics in the practice to facilitate easier access and engagement with patients.

Staff at the practice knew how to refer to Help Direct. Help Direct is a support and information service for adults that assists people with a wide range of issues. We were told that this might include assisting people with learning difficulties, mental health problems and those who had experienced bereavement. Help Direct had recently attended the practice during flu clinics in order to promote their service.

Updated 22 January 2015

Staff were knowledgeable about safeguarding vulnerable adults and children. They had access to the practice’s policy and procedures and had received training in the last 12 months.

The practice held appointments in conjunction with inspire (drug and alcohol service) specifically for people with drug or alcohol problems. This encouraged people living chaotic lifestyles to attend the practice for health care and treatment.

The practice made adjustments to how they provided the service in order to meet patients’ needs. The practice maintained a register of patients aged 18 and over with learning disabilities and we saw that patients were invited to attend annual health check reviews. The practice offered longer appointment times for patients with a learning disability and for annual health checks. This helped to ensure patients were given time to be fully involved in making decisions about their health.

Patients who were identified as vulnerable had access to a direct contact number for the practice and care plans had been developed with their involvement.