Archived: Ottershaw Surgery

Updated 22 August 2016

Ottershaw Surgery is located in a residential area in the village of Ottershaw. The building is a converted bungalow and all facilities are on the ground floor. St Peters Hospital, which has an A&E department, is one mile away. There are three consulting rooms and one treatment room.

The practice operates from:

Ottershaw Surgery

3 Bousley Rise

Ottershaw

Chertsey

Surrey

KT16 0JX

There are approximately 5,250 patients registered at the practice. The number of patients has risen by 4% in the last year due to people moving surgeries in the local area. Statistics show very little income deprivation among the registered population. The registered population is lower than average for under 5 and 20-39 year olds, and higher than average for those aged 40-79.

The practice has two partners and two salaried GPs (one male and three female). One of the doctors works full time and the other three work part time. There are two practice nurses and one health care assistant. The practice manager leads a team of four reception and administration staff.

Ottershaw surgery is open from 8.30am to 12.30pm Monday to Friday and from 2pm – 6.30pm on Mondays, Tuesdays, Thursdays and Fridays. Phone lines are open from 8am. There is an emergency phone number to phone during the lunch time period of 12.30pm to 2pm. The surgery is shut on Wednesday afternoons and patients are advised to phone 111 or attend the walk in centre if they have an urgent medical need. Appointments are from 8.30am to 11am and 4pm to 6pm (except on Wednesday afternoons). In addition the practice offers extended hours opening with appointments on Saturday between 9am and 11.20am. Patients can book appointments in person, by phone or on line.

Patients requiring a GP outside of normal working hours are advised to contact the NHS GP out of hours service on telephone number 111.

The practice has a General Medical Services (GMS) contract. GMS contracts are nationally agreed between the General Medical Council and NHS England.

Updated 22 August 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Ottershaw Surgery on 21 June 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Data from the national GP patient survey showed patients rated the practice higher than others for all aspects of care. The practice was rated as the fifth best practice in Surrey in the latest survey published in July 2016.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The area where the provider should make improvement is:

• Improve and monitor standards of cleanliness in the treatment room and corridors.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 22 August 2016

The practice is rated as good for the care of people with long-term conditions.

• Nursing staff had lead roles in chronic disease management and patients at risk of hospital admission were identified as a priority.
• 93% of patients on the diabetes register had a record of a foot examination and classification which was above the CCG average of 89% and national average of 88%.
• Longer appointments and home visits were available when needed.
• All these patients had a named GP and a structured annual review to check their health and medicines needs were being met. For those patients with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.
• The practice ran gold standard framework multidisciplinary meetings every quarter to review all palliative care patients and those who were vulnerable.
• The practice gave enhanced access to patients with long-term conditions needing immediate care, providing flexibility for longer appointments and home visits when required.

Updated 22 August 2016

The practice is rated as good for the care of families, children and young people.

• There were systems in place to identify and follow up children living in disadvantaged circumstances and who were at risk, for example, children and young people who had a high number of A&E attendances. Immunisation rates were relatively high for all standard childhood immunisations.
• Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals, and we saw evidence to confirm this.
• 78% of eligible female patients had a cervical screening test which was in line with the national average of 82%.
• Appointments were available outside of school hours and the premises were suitable for children and babies.
• We saw positive examples of joint working with midwives and health visitors.
• The practice regularly liaised with the local children’s centre which was located across the road, and had an open referral system for social needs.
• The practice had a shared care protocol for prescribing medicines for ADDH (attention deficit disorder with hyperactivity). This meant patients could get their medicine from the surgery instead of having to go to hospital.
• The practice had developed a leaflet for young people which explained how the practice worked and how to access services.

Updated 22 August 2016

The practice is rated as good for the care of older people.

• The practice offered proactive, personalised care to meet the needs of the older people in its population. They had completed comprehensive care plans for the most vulnerable patients and these patients were contacted after discharge from hospital or an A&E visit to see if they needed any medical care or support.
• Care plans were shared with the ambulance service for patients at the risk of readmission to hospital and this has resulted in a reduction in the re-admission rate for this group of patients.
• The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.
• The practice was working with the CCG to support the development of a local hub to support older people with frailty to live at home healthily and safely for as long as possible.

Updated 22 August 2016

The practice is rated as good for the care of working-age people (including those recently retired and students).

• The needs of the working age population, those recently retired and students had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care.
• The practice was proactive in offering online services as well as a full range of health promotion and screening that reflects the needs for this age group.
• The practice offered electronic prescribing allowing patients to collect prescriptions closer to their place of work.
• Appointments were available on Saturday mornings from 9am to 11.20am for those who could not attend during normal surgery hours.

Updated 22 August 2016

The practice is rated as good for the care of people experiencing poor mental health (including people with dementia).

• 83% of patients diagnosed with dementia who had their care reviewed in a face to face meeting in the last 12 months, which was comparable to the national average of 84%.
• 91% of patients experiencing poor mental health had an agreed care plan, which was better than the national average of 88%.
• The practice regularly worked with multi-disciplinary teams in the case management of patients experiencing poor mental health, including those with dementia.
• The practice carried out advance care planning for patients with dementia. They had worked with the CCG to increase early diagnosis of dementia patients and provide support for these patients.
• The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.
• The practice had a system in place to follow up patients who had attended accident and emergency where they may have been experiencing poor mental health.
• Staff had a good understanding of how to support patients with mental health needs and dementia.

Updated 22 August 2016

The practice is rated as good for the care of people whose circumstances may make them vulnerable.

• The practice held a register of patients living in vulnerable circumstances including travellers and those with a learning disability.
• The practice offered longer appointments for patients with a learning disability.
• The practice regularly worked with other health care professionals in the case management of vulnerable patients.
• The practice informed vulnerable patients about how to access various support groups and voluntary organisations.
• Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.