1. Care for all the family, from Sapling to Great Oak CQC Jan 2015
The Oakwood Surgery
Care for all the family, from Sapling to Great Oak
CQC Jan 2015

2. Introduction NHS GMS Contract Approximately 5340 patients
Established over 40 years
Purpose built surgery (now 24 years old)

3. Meet the Team (1) 3 partners 2 managers 3 administrators
6 receptionists
3 nurses
1 health care assistant / patient advocate
Training practice
1Foundation doctor
2 GP Speciality Training Registrars
1 administrative apprentice

4. Meet the Team (2) Training practice 1Foundation doctor
Supervisor - Dr Phillips
2 GP Speciality Training Registrars
Supervisor - Dr Eggitt
Student Doctors
Supervisor - Dr Harding
1 Administrative Support Officer
Supervisor - Mrs Boyall

5. Meet the Team (3) Special Roles Dr Phillips Learning disability Lead
Coils
Dr Eggitt
Adult safeguarding lead
Minor surgery
Technology lead
Dr Harding
Child safeguarding lead (Duty Dr whilst absent)
Contraceptive implants
Mrs Boyall
Information governance lead
Mrs Cartwright
Caldicott guardian
Sr Woodland
Infection contol (deputised lead)

6. Our vision
To provide exceptional NHS Family medicine in first class surroundings for all the family, from Sapling to Great Oak.

7. Team Aims To provide to our patients at all times
Up to date, evidence based care
Respect and dignity
A comfortable patient journey
Easy access to care
Choice of care options
Negotiated Care
Relaxing surroundings
Service with a smile

8. What have we done over the last 2 years?
Become a training practice
Created capacity for the front of house team
Improved communication with patients
Improved patient experience
Improved patient safety
Online access to medical records
Become a training practice
Created clinical protocols
Created a library
Paper-light communications in house
Create capacity for the front of house team
Shedding contract
Administrative apprentice
Electronic patient arrival system
Improve communication with patients
Facebook
Twitter
Bespoke website
“Bugwatch”
the practice
Dedicated patient advocate for most vulnerable
Improve patient experience
Staff customer service training
Friends and family feedback
SKYPE appointments
Improve patient safety
Bi-monthly child safeguarding meetings
No longer accept telephone prescriptions requests . Increased use of technology
Made the outcomes from SEA meetings more robust by reviewing outcomes of previous meetings
Online access to medical records
Order prescriptions
Book appointments
Look at results, problems, medicines and allergies

9. Strengths Patient Care Friendly, small team Training practice
Use of technology
Ease of access to healthcare
Good relationships with extended PHCT
Flexibility
Aspiration
Patient Care
Impressive friends and family feedback
Only 3 patient complaints over the last year
Positive Facebook feedback
Increasingly positive feedback on NHS choices
Individual written compliments from patients
Friendly, small team
Personable service
Easy communication
Close team working and support within the team
Continuity for patients
Training practice
Up to date with medical advances and guidelines
Increased use of clinical audits
Use of technology
Digital cameras
SKYPE
Electronic prescribing
Ease of access to healthcare
Same day appointments
Telephone/SKYPE/ /internet

10. Weaknesses Capacity Access Disability friendly (wheelchair users)
Clarity of significant event outcomes
Use of the PPG
Objectifying our weakness and strengths
Capacity
Capacity to do anything other than see patients
Cover (illness/annual leave)
Locum use and continuity
Access
Patients still complain that they can’t get to see a Doctor
Disability friendly (wheelchair users)
Height of the check in screen
Height of the reception desk
Clarity of significant event outcomes
We are developing a risk register and actions log based upon reflection from significant event discussions, but this has not yet been done
Business planning
The partners meet annually to come up with a business plan
This is not done formally, worked up into a clear strategy and disseminated amongst the team
Use of the PPG
The PPG prefer to be contacted by and have chosen not to meet regularly face to face
We think that this is a missed opportunity
Untapped resource
Can be used to help better understand our strengths and weaknesses

11. Next steps - develop clear strategy to do this
Plans for the future
Thrive in accordance with our vision as primary care evolves over the next five years.
Current discussions-
“Become a hub rather than a spoke”
Grow list size
Expand premesis
Increase staff numbers
Merge?
Next steps - develop clear strategy to do this

12. Thank you and
Questions