Archived: West Road Surgery

Updated 5 March 2015

West Road Surgery is situated in Southend on Sea, Essex and is one of 36 GP practices in the Southend Clinical Commissioning Group (CCG) area. The practice has a General Medical Services (GMS) contract with NHS England.

Although the practice does not have on-site parking facilities, patients are able to park nearby in surrounding streets. The building is suitable for patients with wheelchairs or with limited mobility. An accessible toilet available as is a mother and baby changing area.

There are approximately 2700 patients registered at the practice.

There is one full time male GP working at the practice and two female nurses. There is also a full time practice manager, an assistant practice manager and a number of reception and administration staff. A branch surgery is located at Watkins Way Surgery, Shoeburyness, Essex. We did not visit this location as part of our inspection.

GP sessions run each day in the morning and afternoon and on Thursday’s surgery hours are extended until 7.45pm. The nurse works full time and has daily sessions.

The practice has opted out of providing out-of-hours services to their own patients so patients contact the emergency 111 service to obtain medical advice outside of normal surgery hours.

Updated 5 March 2015

Letter from the Chief Inspector of General Practice

On 06 November 2014 we carried out an announced comprehensive inspection of West Road Surgery, 101 West Road, Shoeburyness, Southend on Sea, Essex under our new approach of inspection of primary medical services.

We found that the practice was good overall in all the areas of safe, effective, caring, responsive and well-led.

Our key findings were as follows:

• Patients and staff were kept safe because processes and procedures were being followed. Safety incidents were thoroughly investigated, analysed and learning opportunities had been identified. Robust infection control procedures were in place.
• The appointment system was effective and patients across the population groups were very satisfied with it. Consultations and assessments were in line with published guidance.
• Patient’s privacy and dignity were maintained and staff treated them with dignity, compassion and respect. Feedback from a variety of sources reflected that practice staff were kind and caring.
• The practice responded to the needs of their patients and they were involved in the planning of their care and treatment.
• There was strong visible leadership in place with an ethos of learning and improvement embedded into their procedures. Staff embraced the vision of providing high quality and care and were involved in the future of the practice.
• The monitoring and assessment of the services provided was achieved through a range of clinical and non-clinical audits. These were clear, concise and identified areas for improvement, followed up by timely action.

Professor Steve Field

CBE FRCP FFPH FRCGP

Updated 5 March 2015

The practice is rated as good for patients with long-term conditions. Patients with long-term conditions were included in a register so their health could be regularly monitored. Care plans were put in place for them and steps taken to avoid unplanned hospital admissions. Health reviews were undertaken as required but at least annually or six monthly. Those discharged from hospital were contacted within three days to review their condition and their care requirements. A monthly meeting took place with the community matron to discuss individual patients care and support needs Same day appointments were available for urgent issues and telephone consultations and home visits were available. A pro-active system was in place to identify those eligible for flu vaccinations. Nurses attended people’s homes if they were too ill to attend the practice. Long term conditions were regularly monitored by the nurse and appropriate advice and guidance given.

Updated 5 March 2015

The practice is rated as good for families, children and young people. A child protection register was being used at the practice and those at risk monitored for signs of abuse. All relevant staff had received child protection training. Quarterly meetings took place attended by representatives from the practice and health visitors, where individual cases were discussed and care and treatment planned accordingly. The practice was pro-active in identifying those patients due for cervical smear testing. Eligible patients were written to advising them it was due. Chlamydia screening was routinely offered for those between the ages of 16 and 24 and contraception advice was available. Childhood immunisation programmes were in place and monitored for compliance with national targets. All staff were aware of Gillick competence so children aged 16 and under could obtain an appointment with the GP or Nurse without an adult being present.

Updated 5 March 2015

The practice is rated as good for older people. Older patients at risk were recorded on a register and monitored. Monthly multi-disciplinary and palliative care meetings took place with a range of health care professionals in attendance. All patients over 75 years of age had a named GP who was responsible for the oversight of their care and treatment. Regular health reviews of older patients took place. Older patients who were identified as particularly vulnerable were identified and care plans put in place to reduce the risk of unplanned hospital admissions. Appointments were prioritised for older people and home visits available if they were too ill to attend or were housebound. Information was provided to them about dietary advice, financial benefits and health guidance. Prescriptions were delivered by a local chemist to their homes. Flu vaccinations were readily available and the nurse attended patients’ homes for this purpose if they were housebound or less mobile. Patients who were vulnerable were signposted to external support such as Age Concern.

Updated 5 March 2015

Evening appointments were available on one evening each week for those patients unable to access the practice during working hours. Appointments could be booked or cancelled on-line and a question facility was available on-line for patients to post questions about clinical matters. Repeat prescriptions were also available on-line after registering for this service. The practice offered health check for patients who were otherwise healthy, to establish whether there were any medical issues apparent, such as raised cholesterol levels or hypertension. Lifestyle advice was also available for smoking cessation, alcohol or weight loss.

Updated 5 March 2015

A counselling service was available for patients experiencing poor mental health, provided by the Clinical Commissioning Group, who attended the practice each week. There were leaflets and a dementia handbook for patients and their relatives to understand their condition and to enable them to receive support. A dementia nurse was available for patients to be referred to who worked in the community. Before medicines were changed for a patient, the impact on their mental health was considered in all cases to ensure it was in their best interests and did not cause them distress. Patients were signposted to services where they could obtain support, including a health crisis telephone line. Appointments were prioritised if matters became urgent and telephone consultations were available. Patients with mental health issues were monitored using care plans to try and avoid unplanned hospital admissions and annual health reviews took place. There was a system in place to contact patients who did not attend for their appointment to ensure they remained fit and healthy. The GP at the practice had access to a mental health crisis line that supported patients needing urgent support.

Updated 5 March 2015

Annual reviews took place for patients with learning disabilities and a register was in place to ensure they were monitored effectively. Double appointment times ensured that all issues were covered that affected their health. Care plans were discussed with patients and their carers. Patients who were vulnerable were signposted to a safeguarding advice line which was a service offered by a local partnership project. Patients who lived in vulnerable circumstances could register at the practice and were offered a health check with the practice nurse. Issues identified were referred to the GP for a follow-up consultation.