Oakfields Health Group Also known as Dr Jonathan Frank Levick & Dr Marie Imlach

We have rated the practice as outstanding for providing caring services because:

• People are truly respected and valued as individuals and are empowered as partners in their care, practically and emotionally, by an exceptional and distinctive service.
• People feel really cared for and that they matter.
• People value their relationships with the staff team and feel that they often go ‘the extra mile’ for them when providing care and support.

We found that:

• The practice had systems to keep clinicians up to date with current evidence-based practice.
• We saw that clinicians assessed needs and delivered care and treatment in line with current legislation, standards and guidance.
• Care was delivered and reviewed in a coordinated way when different teams, services or organisations were involved.
• There was a clear ethos of working in partnership to meet the needs of patients, particularly those most vulnerable and most at risk of otherwise not having good access to healthcare.
• Feedback from patients who used the service, those close to them and external stakeholders was continually positive about the way staff cared for patients.
• Patients found the appointment system easy to use and reported access to appointments was very good.
• The practice had a programme of quality improvement activity and routinely reviewed the effectiveness and appropriateness of the care provided. We saw this was integral to how the practice monitored and improved the way they worked.
• We found staff had the knowledge and skills needed to provide effective care.
• There was a clear vision and strategy to deliver high quality, sustainable care.
• The practice was clearly linked in with other organisations to help them deliver effective, targeted, coordinated health care to their population.
• There were arrangements in place to support good governance and management.
• The practice had an in-depth knowledge of their own performance. Where areas for improvement were identified the practice developed and implemented action plans to support improvements.
• The practice culture was clearly to innovate to support sustainability and good quality care.

We saw examples of outstanding practice:

• The leadership governance and culture at the practice drove and improved the delivery of high-quality person-centred care.
• There were high levels of staff satisfaction. Staff were proud of the organisation as a place to work.
• The practice had carried out a significant number of audits and other quality improvement work to enhance patient care. One example included the two year review that had taken place in respect of capacity and demand. As a result, better patient access had been achieved.
• Patient survey responses were extremely positive, with high satisfaction percentages. This related to a number of areas including the number of patients who were positive about getting through to the practice by phone.
• Patients with mental health needs including dementia were well monitored and reviewed.

• Patients with dementia were proactively referred to the memory clinic for formal assessment and diagnosis and access to support services. The practice had one of the highest diagnosis and care plan rates in the County.

The area where the provider should make improvements are:

• Fully implement and embed the systems for checking and monitoring of prescription stationery into the practice.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Car