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One Problem Per Consultation

At Manor Primary Care we aim to treat one problem per consultation. The main reason for this request is for clinical safety.

At the clinician’s discretion we will try and treat more than one problem, but when this is not possible there will need to be another appointment arranged.

Recent CQC Visit

 

Recently we were Inspected by the Care Quality Commission and in all of the 5 key areas that they inspected we were rated as GOOD.  If you want to read the full report click here. 

 

Having problem getting through on the Phone?

 

Some Patients have told us that they are experiencing difficulties getting through to us in the mornings on the phone.  If this is the case please let us know some details when you speak with us i.e. date/time attempted to call, the number you are calling from and exactly what happens e.g. line goes dead, message says "xxx" etc.  We have involved our IT Supplier and Virgin in this problem and it is currently being monitored.  If you are unable to get through our normal number i.e. 01695 736260 please try an alternative (01257 514300).  We apologise for any inconvenience and any information you can give us will help to solve this as quickly as possible.

 

Patient Access (Repeat Medication)

 

Sign up to ordering your repeat medication online now - click the tab "Prescriptions" at the top right of this website, download and print the application form and bring some ID into the practice with the form ...... it takes seconds for us to sign you up...!

 

Induction Loop (portable)

 

In order to ensure our compliance to the Accessible Information Standard this practice has invested in a portable induction loop.  Please ask a member of staff of switch on when you arrive in the practice and switch your hearing aid to the "T" position.  We will also arrange for the portable induction loop to be available for your appointment with the GP/Nurse/HCA.

 

Patient Survey - June 2016

 

Check out the results of our Jun 16 Patient Survey - On the right hand side of the homepage click on Survey Report and then Patient Survey JUNE 2016.

 

Men B Immunisations

There is general information about MenB immunisation on the NHS Choices website:

http://www.nhs.uk/conditions/vaccinations/pages/meningitis-b-vaccine.aspx

Appointments (Changes August 2015)

We listened to you when you said that you don’t like calling always at 0830 for appointments and we have recruited new staff to increase the amount of appointments we have available both pre-bookable and on the day. We now have a Nurse Practitioner who can see all types of conditions who is highly trained and able to prescribe independently.

 

Results

When you ring the surgery for your test results, the reception staff will not be able to give you any of your results, but will arrange for a nurse to ring you back.

 

Cancelling your Appointment

If you are unable to attend an appointment with one of the doctors or nurses, please telephone the surgery as soon as possible to allow us time to give your appointment to someone else.

 

Care Quality Commission

Manor Primary Care - CQC Inspection - August 2016

Overall rating for this service? GOOD

Are services safe? GOOD

Are services effective? GOOD

Are services caring? GOOD

Are services responsive to people’s needs? GOOD

Are services well-led? GOOD

Overall summary

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Manor Primary Care on 17 August 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.

• 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.

• Information about the services provided 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.

• 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.

• 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.

We identified the following two areas of outstanding practice:

• The practice had approached EMIS administrators to create a new alert for a “Looked After Child” and this had been implemented nationally. This alert enabled staff to support the families more effectively.

• The practice reported on work practices which they identified as “Above and Beyond” .For example a patient on low income told staff they could not afford to travel to the surgery for appointments and maintain his food intake. The community matron was involved and helped to improve the patient’s social and financial circumstances by referring to appropriate agencies. In another case a child had refused to take medicine for a chest infection and the ANP saw the family each day to encourage the child’s compliance . Another patient had been in urgent need of a prescription but could not collect it at the surgery due to mobility problems. A member of staff delivered it to a pharmacy near to the

patients home where it could be collected by a neighbour. The areas where the provider should make improvements :

• Record learning outcomes following the analysis of complaints and serious events at the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP)

Chief Inspector of General Practice

The Full CQC Report is available to read here:

https://www.cqc.org.uk/location/1-568066981#accordion-1



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