The Oakley Surgery

Updated 18 March 2016

The Oakley Surgery provides a range of primary medical services to the residents of Luton. They have been at their current purpose built location, Addington Way, Luton, Bedfordshire, LU4 9FJ, since 1996.

The practice population is ethnically diverse and national data indicates the area is one of mid deprivation. They have a higher than average over 70 years age range. The practice has approximately 4500 patients and services are provided under a general medical services contract (GMS).

The practice is led by two male GP partners. The nursing team consists of a practice nurse and a health care assistant, both female. There is a practice manager and a business manager who lead a team of reception and administrative staff. The practice is an accredited teaching practice and has students from Cambridge University.

The practice is open between 8am and 6.30pm Monday to Friday. Appointments are available from 8.30am to 11.30am and 4pm to 6pm daily. The practice does not offer any extended opening hours.

When the practice is closed out-of-hours services are provided by the Luton Out of Hours service which is run by Care UK and can be accessed via the NHS 111 service.

Updated 18 March 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Oakley Surgery on 13 January 2016. Overall the practice is rated as good.

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

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Significant events and complaints were discussed at quarterly meetings that were attended by all practice staff.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.

• Clinical audits demonstrated quality improvement.

• The practice had clearly defined and embedded systems, processes and practices in place to keep patients safe and safeguarded from abuse.

• Patients told us they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• Patients told us they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
• 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 areas where the provider should make improvements are:

• Update the cold chain policy to include the actions that should be taken in the event of a fridge failure.

• Ensure all staff carrying out chaperone duties have received training for this role.

• Review access to the practice for patients who may have difficulty opening the front door.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 18 March 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.

• Performance for diabetes related indicators was better than the CCG and national average. The practice achieved 90% of available points compared to the CCG average of 85% and the national average of 89%.

• 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.

Updated 18 March 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. For example, childhood immunisation rates for the vaccinations given to under two year olds ranged from 91% to 93% and five year olds from 85% to 92%.

• 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.

Updated 18 March 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.

• The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.

• All patients had a named GP that ensured continuity of care.

• Open access telephone consultations were available for older patients.

Updated 18 March 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.

• Online appointment booking and repeat prescription requests were available.

• Telephone consultations were available for patients who had difficulty attending the practice.

• There was a full range of health promotion and screening that reflected the needs for this age group.

• The practice’s uptake for the cervical screening programme was 78%, which was within the target but slightly below the CCG average of 80% and the national average of 82%.

Updated 18 March 2016

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

• 85% of patients diagnosed with dementia had had their care reviewed in a face to face meeting in the last 12 months, which was comparable to the national average of 84%.

• Performance for mental health related indicators was comparable to the CCG and national average. The practice achieved 92% of available points compared to the CCG average of 90% and the national average of 93%.

• The practice regularly worked with multi-disciplinary teams in the case management of people experiencing poor mental health, including those with dementia.

• The practice carried out advance care planning for patients with dementia.

• The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.

• Staff had a good understanding of how to support patients with mental health needs and dementia.

Updated 18 March 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 those with a learning disability.

• The practice offered longer appointments for patients with a learning disability.

• The practice regularly worked with multi-disciplinary teams in the case management of vulnerable people.

• 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.