• Doctor
  • GP practice

Lion Health

Overall: Outstanding read more about inspection ratings

2 Lowndes Road, Stourbridge, West Midlands, DY8 3SS (01384) 322249

Provided and run by:
Lion Health

Important: This service was previously registered at a different address - see old profile
Important: We are carrying out a review of quality at Lion Health. We will publish a report when our review is complete. Find out more about our inspection reports.

Latest inspection summary

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Background to this inspection

Updated 9 August 2018

Lion Health is situated in the town of Stourbridge and is part of the NHS Dudley Clinical Commissioning Group (CCG). Services are provided under a general medical service (GMS) contract with NHS England.

In April 2018, the practice completed a merger with another local practice, Norton Medical Practice. The practice moved to its current site in 2014, a modernised facility housed in a former foundry and owned by Primary Healthcare Properties. The premises houses 36 consulting rooms, a nursing suite, minor surgery unit, physiotherapy suite, gym, lecture theatre, teaching facilities and an independent pharmacy. The building has three levels and patient services were mostly provided on the ground and first floor. There is direct access to the practice by public transport from the surrounding areas. Parking facilities are available on site. The practice website can be found at www.lion-health.co.uk

There are approximately 31,650 registered patients, predominantly of white British background. The practice serves a large residential area and the population age demographics show a mean age of 43 compared to the England mean age of 39. Unemployment levels are lower than national averages.

When the practice is closed, patients can access out of hours services (provided by Malling Health at Russells Hall Hospital) services by telephoning NHS 111.

Staffing consists of:

• 11 GP partners and eight salaried GPs (approximately 17 whole time equivalent).

• Four advanced nurse practitioners and seven nurses (approximately 11 whole time equivalent).

• Seven healthcare assistants (approximately five whole time equivalent).

• A practice manager and two other operational managers that support the running of the practice.

• An experienced team of reception/administration staff.

• Two GP registrars

The practice provides surgical procedures, maternity and midwifery services, family planning services, treatment of disease, disorder or injury and diagnostic and screening procedures as their regulated activities.

Overall inspection

Outstanding

Updated 9 August 2018

This practice is rated as outstanding overall. (Previous rating March 2015 – Good)

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Outstanding

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Outstanding

We carried out an announced comprehensive inspection at Lion Health on 2 July 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.

• Staff involved and treated patients with compassion, kindness, dignity and respect.

• Patients found the appointment system easy to use and reported that they were able to access same day care when they needed it. However, patient feedback on telephone access was generally negative.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw areas of outstanding practice:

• The practice had a dedicated advanced nurse practitioner (ANP) for patients in care homes and acutely unwell patients.

• The practice had adopted an ‘assertive outreach’ strategy to improve the uptake of long-term condition clinics. This involved proactively reaching out to patients based on clinical need; for example, online monitoring for working age people.

• When patients were assessed to be at risk of suicide or self-harm the practice had arrangements in place to help them to remain safe. The practice took a proactive approach to reduce suicide cases by holding an educational event with an external speaker and had internally reviewed cases to identify any learning.

• There was an extensive programme of governance meetings that included all staff and extended to a wide range of healthcare professionals. The programme of multidisciplinary team meetings (MDT) included dedicated time set aside from the main MDT meeting to discuss and review the care and treatment for palliative patients, patients with poor mental health and patients with respiratory conditions. As an example of good practice, the local CCG shared learning from this practice model with other practices within the CCG and had been used as a demonstrator site for other CCGs.

• The practice had developed their approach for managing patients with long-term conditions with the introduction of a dedicated administrative team and a patient centred approach to improving attendances for reviews. The non-attendance rate and the average attendance rate had both halved since 2016 and 80% of patients with a long-term condition had all components reviewed at one appointment. The percentage of patients on each long-term register who had received at least annual reviews was consistently high. The practice had written their own protocols for long-term condition management that provided comprehensive and effective treatment and care.

The areas where the provider should make improvements are:

• Ensure that the new telephone system improves access for patients.

Professor Steve Field CBE FRCP FFPH FRCGP