Archived: Dr Betty Lorraine Clare Henderson Also known as Queens Road Surgery, 88a Queens Road, Nuneaton.

Updated 10 August 2016

Dr Betty Lorraine Clare Henderson is known locally as Queens Road Surgery. It is located on the edge of Nuneaton town centre. The practice is run by a single-handled GP and provides primary medical services to patients in a semi-urban area.

The practice is located in a converted facility and has 2,800 patients registered with a high ethnic population. It has a General Medical Services (GMS) contract with NHS England. The GMS contract is the contract between general practices and NHS England for delivering primary care services to local communities.

The practice has one GP (female) with additional sessions and absence cover provided by a regular locum GP (male). The locum GP is a partner in another local GP practice. In addition, there is a practice nurse and healthcare assistant. They are supported by a practice manager and administrative and reception staff.

The practice is open from 8.00am to 6.30pm during the week. Appointments are available from 9am to 11.30am and from 3pm to 5pm, with the exception of Thursday when there is no afternoon session. Extended hours appointments are available on the first and third Wednesday of each month until 8pm. Outside of these times and on Thursday afternoons, patients can access out of hours care provided by Care UK through NHS 111. The practice has a recorded message on its telephone system to advise patients. This information is also available on the practice’s website.

Home visits are available for patients who are unable to attend the practice for appointments. There is also an online service which allows patients to order repeat prescriptions and book new appointments without having to telephone the practice. Telephone appointments are available for patients who are unable to reach the practice during normal working hours.

The practice treats patients of all ages and provides a range of medical services. This includes minor surgery and disease management such as asthma, diabetes and heart disease. Other appointments are available for blood tests, family planning, post-natal follow up and smoking cessation.

Updated 10 August 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Betty Lorraine Clare Henderson

on 28 June 2016. Overall the practice is rated as good.

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

• There were clear processes and procedures to ensure patients were safe and an effective system in place for reporting and recording significant events. They were fully reviewed at every staff meeting.
• Urgent same day patient appointments were available when needed. All patients we spoke with and those who completed comment cards before our inspection said they were always able to obtain same day appointments.
• The practice reviewed the needs of the local population and made appropriate changes when necessary. For example, negotiating with the CCG for the return of midwife appointments to the practice has increased the uptake of post-natal appointments.
• Patients’ needs were assessed and care delivered in line with current guidelines. Staff had the appropriate skills, knowledge and experience to deliver effective care and treatment.
• Patients told us they said they were treated with dignity, respect and compassion. Patients were involved decisions about their care and treatment.
• Information about how to complain was available and easy to understand. The practice received very few complaints from patients and reviewed complaints to ensure lessons learned were not repeated.
• Risks to patients were assessed and well managed.

However there were areas of practice where the provider should make improvements:

• Although a locum GP induction plan was in place, a system should be implemented , for checking that details held for regular locums are current.

• The practice should review their process for obtaining consent to ensure they are following national guidance.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Updated 10 August 2016

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

• Patients had a named GP and a review every six to 12 months to monitor their condition and ensure they received correct medicines. The frequency of the review depended on the severity of the patient’s condition. The practice had developed its own system for managing these appointments.

• Nursing staff had received appropriate training in chronic disease management, for example asthma and diabetes.

• The practice achieved a 100% flu vaccination record for diabetes patients during 2015-2016.

• Longer appointments and home visits were available when needed.

• Health checks for patients with long term conditions were available during extended hours appointments. This was targeted at patients who worked during the day.

• A new range of patient information leaflets had recently been introduced by the practice to enable patients to have clear, comprehensive and easy to understand information about medical conditions.

Updated 10 August 2016

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

• Systems were in place to identify children and young people who might be at risk, for example, those who had a high number of A&E attendances.

• The practice had negotiated with the CCG for the return of midwife appointments to the practice which had increased the uptake of post-natal appointments.

• A total of 82% of eligible patients had received cervical screening in the last 12 months. This was above the national average of 81%.

• There were appointments outside of school hours and the practice building was suitable for children and babies.

• Outcomes for areas such as child vaccinations were mostly above average for the Clinical Commissioning Group (CCG).

• Family planning services were available and all the practice nurses were trained to carry out contraceptive pill checks.

Updated 10 August 2016

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

• Older patients were given personalised care which reflected their needs.

• Elderly and frail patients were prioritised for same day appointments.

• Care plans were in place with the most vulnerable older patients and used with multi-disciplinary teams to reduce unplanned hospital admissions. These patients had an alert placed on their patient records to ensure clinical staff were aware.

• Home visits were offered to patients who could not reach the practice.

• Over the last 12 months all patients aged 75 and over had been invited for a health check. This included blood tests, fracture assessment, frailty assessment, and checks for depression and dementia. From those checks, the practice identified patients who needed further investigation and referred them appropriately.
• Older patients could order repeat prescriptions over the telephone. Patients had to register for this service and appropriate security checks had been put in place.

• Nationally reported data showed that outcomes for patients were good for conditions commonly found in older people.

Updated 10 August 2016

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

• The practice ensured it provided services to meet the needs of the working age population, For example, extended hours appointments were available on the first and third Wednesday of each month.

• Telephone consultations were available for patients who were unable to reach the practice during the day.

• A full range of services appropriate to this age group was offered, including family planning and travel vaccinations.

• Appointments can be booked and repeat prescriptions requested on-line.

Updated 10 August 2016

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

• Staff demonstrated a good working knowledge of how to support patients with mental health needs and dementia.

• The practice worked with multi-disciplinary teams to provide appropriate care for patients with poor mental health. This included patients with dementia.

• Patients who were diagnosed with depression received a follow up from a GP within eight weeks of diagnosis.

• Patients were signposted to appropriate local and national support groups.

• All patients aged over 65 received a cognitive test as part of their routine health check.

Updated 10 August 2016

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

• Staff could recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities to share appropriate information, record safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.

• The practice supported vulnerable patients to access various support groups and voluntary organisations.

• There was a register of vulnerable patients including those with a learning disability.

• Longer appointments were available for patients with a learning disability.

• The practice worked with other health care professionals to provide care to vulnerable patients, for example, the district nursing team.