Bury Knowle Health Centre has a patient population of approximately 14,000. It is located on two sites in East Oxford.
We spoke with 24 patients during the inspection and received feedback from five patients on comment cards sent to the practice before the inspection. Patients were complimentary about the care and support they received from the practice. They praised the attitude of staff. There were concerns raised about the appointment booking system.
The practice provided safe care to patients. The practice was well maintained, clean and hygienic. Some risks associated with management of the premises were not assessed or managed properly. The practice was not appropriately monitoring all staff records or all the training required by staff.
Patient care was effective. National guidance and research was followed by staff and managed through a system of clinical governance. Long term conditions and the screening of specific conditions in patients over 45 years old took place as part of the practice’s health promotion. New patient health checks did not take place unless the practice was made aware of specific concerns. Patients with long term conditions and mental health problems had access to services which were promoted or delivered by the practice.
The practice enabled patients to see or speak with GPs and nurses through its telephone consultation system. Patients voiced some concerns with this system. They told us they found it difficult to receive calls for a GP phone consultation because the calls were either not at a set time or not at a time which allowed them to answer. This was particularly difficult for patients who worked or who had commitments which meant they could not take a telephone call at any time. There was some positive feedback regarding short phone waiting times. The practice was responsive to the needs of some patients groups who may be in vulnerable circumstances, such as patients with drug and alcohol addictions.
Patients told us the practice was caring. They said staff were courteous, respectful and spent the time they needed with patients to provide the care they needed.
Physical access to the practice was good. Patients complimented the layout of the premises saying it provided a friendly and accessible environment, although some raised concerns about privacy at the reception desk.
There was an open culture which encouraged learning and communication between all the staff working at the practice. There were regular meetings to discuss patient care and information related to the management of the practice.
We found that the practice was not meeting two regulations required to ensure that standards of quality and safety were maintained. This was in relation to assessing and monitoring the quality of service provision and supporting workers. We have asked the practice to send us a report, setting out the action they will take to meet these safety standards. We will check to make sure that action is taken.
During our inspection we looked at how well services are provided for specific groups of people and what good care looks like for them. The population groups we reviewed were:
• Older people
• People with long-term conditions
• Mothers, babies, children and young people
• The working-age population and those recently retired
• People in vulnerable circumstances who may have poor access to primary care
• People experiencing a mental health problem
We found the practice was responsive to the needs of older patients, vulnerable groups, patients with mental health problems and mothers with young children. Patients who worked told us they found it difficult to use the phone consultation system to book appointments. The practice ensured the clinical outcomes for all of these population groups were good.