STATEMENT OF PURPOSE OAKWOOD SURGERY OAKWOOD SURGERY PARTNERSHIP GENERAL PRACTICE

Transcription

1 STATEMENT OF PURPOSE OAKWOOD SURGERY OAKWOOD SURGERY PARTNERSHIP GENERAL PRACTICE Oakwood Surgery has one site 380 Bishops Drive Oakwood Derby DE21 2DF The Practice will open as follows (appointments start at Monday Friday): Monday 08:00 18:30 Tuesday 08:00 18:30 Wednesday 08:00 18:30 Thursday 08:00 18:30 Friday 08:00 18:30 Extended Hours Monday 18:30 20:00 Park Medical Practice Maine Drive Chaddesden Derby DE21 6LA Saturday 08:00 12 noon Park Medical Practice 46 Derby Road Borrowash Derby DE72 3HA Please Note: The telephone lines are closed during Extended Hours. If you need to pre-book an extended hours appointment, please call the Surgery number. Contact:

2 PARTNERS Dr David Disney Senior Partner Dr Roderick James Dr Martin Keeling Dr Jonathan Cox Dr Margaret Fieldhouse Dr Helen Hill Dr Paula Register Dr Andrea Stadtgen-Wicks Dr Rachel Burnett Mrs Heather Simpson Dr Yih Lim 1. Aims and Objectives The management of patients who are ill or believe themselves to be ill with a condition from which recovery is generally expected, for the duration of that condition including relevant health promotion advice and referral as appropriate, reflecting patient choice wherever practicable. General management of the terminally ill. Management of chronic disease in the manner determined by the Practice, in discussion with the patient. Delivery of Local Enhanced Services or their equivalent, which may be commission from the Practice by the CCG, Local Authority or National Commissioning Board We aim to deliver a quality service for our patients by treating every patient as an individual and respecting the patient s needs and views. We aim to offer our patients a full range of appointments to meet the patient s needs, i.e. on the day, telephone advice, pre-bookable, late evenings, delivered from quality purpose-built establishment. We aim to deliver high quality, evidenced based primary care services that provide the patients with the best outcomes, based on Operational Efficiency, Clinical Excellence and Multi-Disciplinary Team. 2. Principles We will therefore focus our efforts in providing a quality service to our patients by: Delivering a friendly, efficient service from well-trained qualified staff that are passionate about providing quality patient care Ensuring that NHS resources are used effectively/efficiently Having motivated, qualified and well-trained staff who are proud of the care we offer our patients Values: To exist to serve our patients Empower our Team to do their best We are unrelenting in our pursuit of excellence for the patients, the Practice and the Team

3 Registration: Provider: Oakwood Surgery 380 Bishops Drive Oakwood Derby DE21 2DF Responsible Individual: Dr Jonathan Cox Partner Oakwood Surgery 380 Bishops Drive Oakwood Derby DE21 2DF Registered Manager: Mrs Heather Simpson Practice Manager/Partner Oakwood Surgery 380 Bishops Drive Oakwood Derby DE21 2DF Telephone Number: Relevant Qualifications and Experience Provider: Oakwood Surgery was established in the mid-1980s at a detached bungalow at 338 Bishops Drive Oakwood Derby. It was initially run single-handed by one General Practitioner Dr P R M Sreevalsan. A new purpose-built Surgery was then built at 380 Bishops Drive in Responsible Individual: The responsible individual is Dr Jonathan Cox. Qualifications: MB.Bchir Camb 1984, MRCGP 1991 Dr Cox qualified from The Middlesex Hospital London and Cambridge. He worked in ENT, Neurology, Dermatology, Obstetrics & Gynaecology, Paediatrics, Urology and General Medicine doing his own GP training before finishing with a GP Registrar year at Park Medical Practice in He worked in a Staffordshire Practice for a year until a vacancy came up in Park Medical Practice and he joined as a Partner in He is a GP at Park Medical Practice and Oakwood Surgery. He has particular interests in joint injections, ENT, Asthma and Diabetes. He is a mentor to a number of Nurses as well as Admin. Staff. He is Chair of First Provider Group where we run services which include Diabetes and Gynaecology. He is dedicated to providing a well-run, high quality service which gives the patients the best possible care.

4 Registered Manager: The Registered Manager is Heather Simpson. Qualifications: HNC in Public Administration, City and Guilds 730 and 731 Heather has been working at the Practice for 21 years. She was appointed Assistant Practice Manager in 1991, after working in the education sector. Heather was appointed Practice Manager in 1999 and was made a Partner at the Practice in Heather is also an assessor/advisor to the Royal College of General Practitioners, for the Quality Practice Award. Heather is a Director of Primary Consultancy Services; a consultancy company working for other Practices and NHS Services, which helps problem solving and development of systems. She is on the First Provider Group Board. Heather also has a background of education and training. She has been an AMSPAR Lecturer and a Practice Receptionist Programme Lecturer. Heather has strong views for offering patients excellent customer experience and is passionate about staff development. 4. The number, relevant qualifications and experience of staff working at Oakwood Surgery The Practice has 11 Partners; 2 Salaried GPs; 2 Nurse Practitioners; 3 Practice Nurses available; 1 Health Care Assistant and 7 Administration Staff. All Members of the Team who are directly employed by Oakwood Surgery are recruited in line with NHS pre and post appointment guidance. All Staff are subject to robust fitness to practice procedures. Qualifications, registrations are checked by the Practice with the regulating authorities and governing bodies and national competency frameworks. National Health Service frameworks are adhered to. 5. Treatments, services and facilities provided The Practice offers a full range of primary care services including the following: GP consultations Nurse Practitioner consultations Practice Nurse consultations Travel vaccinations and advice Childhood immunisations Cervical Smears Wound dressings Minor Surgery Contraception Services including the fitting of coils and implants Well Person checks Influenza vaccinations Phlebotomy Services Blood Pressure checks Smoking Cessation advice/support Chronic Disease Management Clinics Ante-natal Clinic (provided by a Midwife from the Royal Derby Hospital Trust) Counselling Services (provided by Trent PTS)

5 Home visits to patients who are too ill to travel to the Practice Telephone advice from a GP Health Checks Repeat Prescription Services including on-line services Steroid Joint Injections DMARDS Monitoring Practice Pharmacist Patient Participation Group Learning Disability Health Checks Community Nursing Team Palliative Care Right Care Plans Extended Hours Facilities: The Practice operates from one Surgery. 4 Consultation Rooms 2 Treatment Rooms 1 Reception 1 Waiting Room 1 Counselling Room 2 Offices On-site car parking facilities Disabled car parking facilities Good public transport links Toilet facilities Disabled toilet facilities Baby changing facilities Access to large print information Access to Interpreter facilities Practice web-site 6. Practice involvement The Practice has a Patient Participation Group in association with The Park Medical Practice Patient Participation Group. They meet bi-monthly, the first Tuesday of the month. 7. Listening and Learning The Practice welcomes positive and negative feedback and seeks to learn and improve services as a result. The Practice follows the NHS Complaints Procedure. Information on making a complaint is available on our web-site, in the Practice Leaflet and in the Complaints Leaflet. All complaints are discussed by the Team as significant events to ensure that any learning points are shared and systems/services/procedures improved. Patients can raise a concern in the first instances by speaking to a Member of Staff at the Surgery in person, by telephone, letter, fax or . Staff are trained to handle concerns in a sympathetic, non-judgemental understanding manner. If the concern cannot be resolved by the Member of Staff then it is passed on to the Practice Manager who will investigate the concerns in line with the NHS Complaints Procedure whereby the Practice will issue a written acknowledgement of verbal/written complaints within 3 working days and aim to investigate and reply to the complainant within10 working days of the date the complaint was made.

6 If the complainant is not happy with the response, they are encouraged to contact the Practice whereby they will be invited to attend a meeting with the Practice Manager to discuss any outstanding issues if they feel it would be useful. We also give the patient the details of Pohwer ; and the Parliamentary and Health Service Ombudsman, Milbank Tower, Milbank, London SW1P 4QP. Telephone and address: phso.enquiries@ombudsman.org.uk We obtain patient feedback in many ways, including the Annual Patient Satisfaction Surveys, Patient Service Questionnaires and we have a suggestion box in the Practice. The Department of Health has produced a booklet A Quick Guide to Customer Care which is available to patients and members of the public via the web-site. All complaints are written up as significant events and are traffic light colour coded. They are discussed at Significant Event Meetings. They do not go green until they are completed and the patient is satisfied with the response. Respecting Privacy and Dignity of Patients: The Practice Surgery is purpose-built and there is provision for patients to undertake discussions in private, if the patient so wishes. Throughout the patients journey at the Practice, the patients and their relatives/carers wishes will be taken into consideration as to the manner in which they wish to be cared for. Staff address patients in the manner that patients request, using appropriate titles unless told by the patient not to do so. All Staff will have empathy and understanding of each patient s religious and cultural beliefs. All patient data is held in a secure manner and the use of non-identifiable patient data will be adhered to at all times. All Staff have been trained on the importance of patient confidentiality and have undertaken information governance training. References: The Essential Standards of Quality and Safety March 2010 Care Quality Commission The Local Authority Social Services and National Health Services Complaints (England) Regulation 2009 The Health and Social Care Act 2008 The Care Quality Commission Regulations 2009 Additional Information: Oakwood Surgery is a Member of Alexin and also First Provider Group.