Maywood Health Care Centre

Updated 13 September 2016

Maywood Health Care Centre is a practice offering personal medical services to the population of Bognor Regis, West Sussex. There are approximately 13,400 registered patients of which approximately 23% are of East European origin. The practice is located within a purpose built property. The practice is part of NHS Coastal West Sussex CCG.

The practice population has a higher number of patients who are 85 plus years of age compared to the national and local CCG average. The rest of the practice population shows an average number of patients within all other age ranges. There are a comparable number of patients with a long standing health condition in relation to both CCG and national averages. The percentage of registered patients suffering deprivation affecting children is higher than the local CCG average and comparable to the national average. The percentage of adult registered patient suffering deprivation is higher than both the local CCG and national average.

Maywood Health Care Centre is run by three partner GPs (two male and one female). The practice is also supported by four female salaried GPs, nine practice nurses, two paramedic practitioners, a health care assistant, a team of administrative and reception staff, a business manager and a practice manager.

The practice provides a number of services for its patients including; asthma clinics, diabetes clinics, coronary heart disease clinics, minor surgery, child immunisation clinics, new patient checks and holiday vaccines and advice.

Services are provided from one location:

Maywood Surgery, 225 Hawthorn Road, Bognor Regis, West Sussex, PO21 2UW.

Opening hours are Monday to Friday 8am to 6.30pm. The practice has extended hours every weekday. During the times when the practice is closed arrangements are in place for patients to access care from IC24 which is an Out of Hours provider. Access to this service is by calling NHS 111.

Updated 13 September 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Maywood Health Care Centre on 15 June 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.

• Safe arrangements were in place for staff recruitment that protected patients from risks of harm.

• Information about services 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.

The areas where the provider should make improvements are :

• To continue in their work to actively recognise patients who also have caring responsibilities.

• Review the areas that are highlighted in the national GP patient survey as issues with low satisfaction levels to identify opportunities for improvement, specifically areas concerning access to the service, seeing the GP of the patient’s choice and explaining tests and treatments.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 13 September 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.
• Data from 2014/15 showed the percentage of patients with diabetes, on the register, whose last measured total cholesterol (measured within the preceding 12 months) was five mmol/l or less was 77% compared to a clinical commissioning group (CCG) average of 80% and a national average of 81%.
• 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 13 September 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.
• Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals, and we saw evidence to confirm this.
• Data showed the percentage of women aged 25-64 whose notes recorded that a cervical screening test had been performed in the preceding five years was 79% compared to the CCG average of 83% and a national average of 82%.
• 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.
• The practice had received a PACE setter award for their work in tackling childhood obesity as being overweight could worsen pre-existing conditions or contribute to new ones developing. Children were weighed during appointments and advice and support given where appropriate.

Updated 13 September 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.
• The practice contacted elderly, vulnerable patients who had not had any appointments in the last three months for a welfare check.
• Care plans had been formulated for patients at risk of unplanned admission.
• The practice held a register that identified housebound patients.
• The practice worked closely with care home staff within the practice area and ran training sessions to improve the standard of care delivered there.

Updated 13 September 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.
• The practice was proactive in offering online services as well as a full range of health promotion and screening that reflects the needs for this age group.
• Extended hours appointments were available for patients who might have difficulty attending during normal surgery hours.
• Telephone consultations were available daily.
• Electronic prescribing was available to patients which allowed them to obtain their prescribed medicines from their preferred pharmacy.

Updated 13 September 2016

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

• 72% of patients diagnosed with dementia had had their care reviewed in a face to face meeting in the last 12 months. This was lower than the national average of 84%.
• Data showed the percentage of patients with schizophrenia, bipolar affective disorder and other psychoses who had a comprehensive, agreed care plan documented in the record, in the preceding 12 months was 68% compared to the CCG average of 90% and a national average of 88%. This had been recognised by the practice and an action plan developed for this.
• The practice regularly worked with multi-disciplinary teams in the case management of patients experiencing poor mental health, including those with dementia.
• The practice contacted patients with mental health issues who failed to attend appointments.
• 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.
• The practice had a system in place to follow up patients who had attended accident and emergency where they may have been experiencing poor mental health.
• Staff had a good understanding of how to support patients with mental health needs and dementia.

Updated 13 September 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 homeless people, travellers and those with a learning disability.
• The practice offered longer appointments for patients with a learning disability.
• The practice regularly worked with other health care professionals in the case management of vulnerable patients.
• 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.
• The practice gave people who might need additional support a rapid access number to make contact with the practice thus bypassing the reception number.