Archived: Owen Road Surgery

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