A Warm Welcome To Queensbridge Group Practice Dr

A Warm Welcome To Queensbridge Group Practice Dr. Patrick Hutt CQC INSPECTION 11. 4. 2016

Overview • • History of the Practice Population Practice Structure Services we provide Outstanding Practice Areas for Improvement The Future… - SAFE EFFECTIVE CARING RESPONSIVE WELL LED

Who are we? Good Health Through Good care Compassion Putting the patient first Caring with a smile High Aiming Quality time - not just running to time Respect Your care matters Helping you to help yourself Team work

‘Queensbridge Group Practice – is an example of a practice that others should aspire to. ’ Final Year Medical Student, Jan 2016 ‘Queensbridge Group Practice – The practice others should aspire to. ’

The Population We Serve

The Practice Area

Contrasting Demographics

QBGP Population Breakdown TOTAL LIST SIZE -9380 TURN OVER 22%

Typical Distribution for CCG

Culturally Very Rich ETHNICALLY DIVERSE – reflected in our service provision

http: //www. hackney. gov. uk/media/2681/Dalston-ward-profile/pdf/dalston-ward-profile

Health Challenges deprivation, unemployment, obesity, drug dependency, STIs, smoking Public Health Profile 2015

History of the Practice PURPOSE BUILT PREMEIS – as part of a redevelopment for HOLLY STREET

Team QBGP

Leadership Roles of Partners • • • AP – child safeguarding lead, GP trainer, coils, baby clinics, minor surgery LC – QOF lead, GP trainer, implants, undergraduate teaching lead (Med Soc, 4 th Years – Locomotor), prescribing Lead SP – Salaried GP mentor, adult safe guarding lead, care of older people, learning disabilities lead, Friday clinical meetings Homerton, lead for nursing team. PH – Managerial Lead – working closely with Practice Manager, Clinical Meeting Lead, Complaints Lead, BSc Undergraduate Lead, Social Prescribing Lead, GK – Consortium Lead, Confederation Lead (currently unwell – roles being covered by partners and managerial team).

Rooms 7 GP Consulting Rooms 1 Minor Surgery/Nurse Room 1 Nurse Consulting Room HCA/Midwife Room 2 additional ‘non clinical’ consulting rooms • 3 teaching rooms • 2 dedicated admin/management rooms • • •

Appointments • Monday –Friday 8. 30 -6. 30 pm • Mixture of book on the day and Routine • Commuter Clinic Appointments – 7 -8 am Wed and Thursday 6. 30 -8 pm Tuesday • OOH provision via

0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of esponses Base: All those who got an appointment: Practice bases range from 15 to 187 TOLLGATE LODGE PRACTICE THE SPRINGFIELD HEALTH CENTRE THE LAWSON PRACTICE TROWBRIDGE PRACTICE Area Team QUEENSBRIDGE GROUP PRACTICE KINGSMEAD HEALTHCARE BARTON HOUSE GROUP PRACTICE THE STATHAM GROVE SURGERY THE NIGHTINGALE PRACTICE LATIMER HEALTH CENTRE THE HOXTON SURGERY CCG DE BEAUVOIR SURGERY STAMFORD HILL GROUP PRACTICE SOMERFORD GROVE PRACTICE THE RIVERSIDE PRACTICE ROSEWOOD PRACTICE Practices SHOREDITCH PARK SURGERY CCG THE ALLERTON ROAD SURGERY THE WICK HEALTH CENTRE BEECHWOOD MEDICAL CENTRE THE HERON PRACTICE WELL STREET SURGERY LONDON FIELDS MEDICAL CENTRE HEALY MEDICAL CENTRE THE CEDAR PRACTICE LOWER CLAPTON GROUP PRACTICE Area Team THE SURGERY (BARRETTS GROVE) ABNEY HOUSE MEDICAL CENTRE SANDRINGHAM PRACTICE ELSDALE STREET SURGERY RICHMOND ROAD MEDICAL CENTRE THE SURGERY (BROOKE ROAD) THE SURGERY (CRANWICH ROAD) THE ELM PRACTICE THE NEAMAN PRACTICE ATHENA MEDICAL CENTRE SOUTHGATE ROAD MEDICAL CENTRE THE CLAPTON SURGERY FOUNTAYNE ROAD HEALTH CENTRE THE SURGERY (KINGSLAND ROAD) THE SORSBY HEALTH CENTRE THE DALSTON PRACTICE Satisfaction with opening hours: how the CCG’s practices compare How satisfied are you with the hours that your GP surgery is open? National Average 100% Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 90% 80% 70% 60% 50% 40% 30% 20% 10% %Satisfied = %Very satisfied + %Fairly satisfied

• • • • Services On Site Phlebotomy Smoking Cessation Coils, Implants INR Monitoring Minor Surgery Children’s Immunisations Midwife clinics Social Prescribing Housing and Benefit Support Psych Liaison Appointments Turkish Advocacy Clinics First Steps – Child and Adolescent Mental Health Service Tavistock Psychotherapy Nurse Specialist Service - Diabetes Tai Chi

“Triage/Same Day” Service Access to Medical Care TELEPHONE ADVICE/PRESCRIPTION CALLS COME IN RECEPTION TAKES MESSAGE TRIAGE DOCTOR CALLS BACK APPOINTMENT GP Nurse GP Trainee Foundation Doctor VISIT/LAS/Paradoc

Triage System is Popular “ This practice is awesome. Friendly staff, same day and over the phone appointments if urgent. Today I phoned at half 9, was told doc would call in the next hour, doc called within 15 mins, prescription for very uncomfortable infection being emailed to Boots 2 mins from my office as we were speaking! So helpful!” 5* Google Review

0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of esponses Base: All those completing a questionnaire: Practice bases range from 16 to 187 TROWBRIDGE PRACTICE LATIMER HEALTH CENTRE THE RIVERSIDE PRACTICE THE SURGERY (BROOKE ROAD) Area Team DE BEAUVOIR SURGERY BEECHWOOD MEDICAL CENTRE THE NEAMAN PRACTICE THE STATHAM GROVE SURGERY THE GREENHOUSE WALK-IN QUEENSBRIDGE GROUP PRACTICE THE ELM PRACTICE CCG ABNEY HOUSE MEDICAL CENTRE THE ALLERTON ROAD SURGERY THE LEA SURGERY SOUTHGATE ROAD MEDICAL CENTRE LONDON FIELDS MEDICAL CENTRE Practices THE LAWSON PRACTICE HEALY MEDICAL CENTRE THE SPRINGFIELD HEALTH CENTRE THE DALSTON PRACTICE RICHMOND ROAD MEDICAL CENTRE KINGSMEAD HEALTHCARE BARTON HOUSE GROUP PRACTICE ROSEWOOD PRACTICE THE SURGERY (BARRETTS GROVE) THE WICK HEALTH CENTRE THE NIGHTINGALE PRACTICE THE SURGERY (CRANWICH ROAD) ATHENA MEDICAL CENTRE CCG TOLLGATE LODGE PRACTICE Area Team THE CLAPTON SURGERY WELL STREET SURGERY SANDRINGHAM PRACTICE THE HOXTON SURGERY SOMERFORD GROVE PRACTICE ELSDALE STREET SURGERY THE CEDAR PRACTICE THE HERON PRACTICE FOUNTAYNE ROAD HEALTH CENTRE THE SORSBY HEALTH CENTRE LOWER CLAPTON GROUP PRACTICE STAMFORD HILL GROUP PRACTICE Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Generally, how easy is it to get through to someone at your GP surgery on the phone? National Average 100% Percentage of patients saying it is ‘easy’ to get through to someone on the phone 90% 80% 70% 60% 50% 40% 30% 20% 10% %Easy = %Very easy + %Fairly easy

Growing Trends ROUTINE v SAME DAY ACCESS - Getting that balance right We have are recruiting 4 extra GP sessions March 2016 onwards

GMS Practice– Networked to Consortium and Confederation • • • Rainbow and Sunshine Consortium South West Consortium Well Consortium

External Peer Review • Annual Appraisals • Partnership Appraisal • Regular Meetings with Consortia and Confederation • Bench Marking compared to other practices – e. g. referral rates, LTC contract support • Teaching Accreditation • Commissioning external peer review for significant event analysis • Serious Case Reviews

What we do best… And how we plan to do better

Culture of Perpetual Improvement • • ‘Just Culture’ – open, transparent, non-blame Daily Briefings Significant Event Analysis Audit Research Robust approach to complaints Candour

Chronic Conditions – QOF

Above and Beyond QOF

Tackling diabetic control • Named GPs • Regular MDT with Diabetic Nurse Specialist • Improved admin support - “By contacting patients who DNA and re-arranging a date a time they can attend has worked really well in the majority of patients as most will now attend or will now cancel if they are unable to attend. Your help with the KPI list was very much appreciated and resulted in 100% of the patients being contacted and offered appointments. We have been able to highlight these patients at the clinical meetings to the named GP's, who have been very supportive and will arrange to follow these patients up and discuss any concerns/difficulties they may have with managing their diabetes. ” Diabetic Nurse Specialist FEEDBACK APRIL 2016

Older People • Robust Approach to vulnerable adults • Monthly MDTs – ‘One Hackney’ • Average of 5 visits a year for those at house bound at risk of admission • Care plans – including career’s details and discussions around end of life • Palliative Care Meetings • Excellent working relationships with consultants

Good Peer Feedback “Part of my role is to attend all MDTs held at the 11 practices in my area and I can say with confidence that the Queensbridge MDTs are consistently an example of best practice. I feel that all attendees, both clinical and non-clinical, are able to bring up issues or patients at the meeting, and that the wellbeing of their patients are at the heart of everything they do. ” Katie Martin, Care Coordinator for the South West Quadrant at One Hackney and City.

Working Age People Very accessible via telephone Extended hours – 35 appointments a week Online Registration very popular Good cervical smear uptake (80%) Encouraging people to engage with bowel screening Smoking cessation – above national average quit rates Need to improve routine appointments and continuity of care • Need to recruit/train Health Care Assistant • •

Families, children and young people Leaders and champions for safeguarding Excellent childhood immunisation uptake Good relationship with children’s centre Engaging with research to understand why uptake of immunisations during pregnancy is ‘average’ for the CCG • Keen to improve teen engagement – Notice Board has been moved ? Recruitment to patient group, Young Hackney partnership working • •

Vulnerable Groups New Age Games Social Prescribing team facilitating better linking between GPs, patients and community organisations

“Best thing has been meeting new people and making friends. My mobile full up with names and numbers of friends before it was just family and doctor’s number. I was really depressed before but now really happy. Before I have nothing to do, now every day I wake I think ‘yes volunteer work!’ or ‘meeting friends!’” (patient) Excellent Qualitative Outcomes, Quantiative Data – Suggests may reduce GP consultation rates V control group (UEL Queen Mary Research Evaluation

Spreading Concept of Social Prescribing

Mental Health • Approx 362 referrals/yr to primary care psychology (84% GP referral v Self Referral) • Engagement better when GP refers direct • Excellent engagement with mental health training • Dementia support services • Champions for change – e. g. Sig Case analysis • Enhanced primary care – room to improve working relationship

Advocating on behalf of mental health patients Guardian 2013

Exceptional Team Spirit

Awards • Extra Mile Award –

0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of esponses Base: All those completing a questionnaire: Practice bases range from 16 to 188 LONDON FIELDS MEDICAL CENTRE SOUTHGATE ROAD MEDICAL CENTRE THE RIVERSIDE PRACTICE BARTON HOUSE GROUP PRACTICE Area Team QUEENSBRIDGE GROUP PRACTICE KINGSMEAD HEALTHCARE THE ELM PRACTICE THE LEA SURGERY DE BEAUVOIR SURGERY SHOREDITCH PARK SURGERY THE LAWSON PRACTICE CCG SOMERFORD GROVE PRACTICE THE ALLERTON ROAD SURGERY ELSDALE STREET SURGERY THE NIGHTINGALE PRACTICE THE HOXTON SURGERY Practices THE GREENHOUSE WALK-IN WELL STREET SURGERY LATIMER HEALTH CENTRE THE SURGERY (BARRETTS GROVE) ABNEY HOUSE MEDICAL CENTRE THE STATHAM GROVE SURGERY ATHENA MEDICAL CENTRE THE CLAPTON SURGERY CCG THE NEAMAN PRACTICE RICHMOND ROAD MEDICAL CENTRE BEECHWOOD MEDICAL CENTRE HEALY MEDICAL CENTRE THE DALSTON PRACTICE Area Team THE WICK HEALTH CENTRE THE CEDAR PRACTICE ROSEWOOD PRACTICE THE SURGERY (CRANWICH ROAD) STAMFORD HILL GROUP PRACTICE TOLLGATE LODGE PRACTICE THE SURGERY (BROOKE ROAD) THE HERON PRACTICE FOUNTAYNE ROAD HEALTH CENTRE LOWER CLAPTON GROUP PRACTICE THE SPRINGFIELD HEALTH CENTRE SANDRINGHAM PRACTICE THE SORSBY HEALTH CENTRE How helpful do you find the receptionists at your GP Surgery? National Average 100% Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 90% 80% 70% 60% 50% 40% 30% 20% 10% %Helpful = %Very helpful + %Fairly helpful

Teaching • Tutor of Year Award Nomination LC • Merits for TEACHING THE TEACHERS course AP LC • QBGP is a popular choice for students and team receives excellent feedback

Student Feedback ‘Last summer, I shadowed a surgeon who had some negative things to say about General Practice. Although I did not agree with him, I wish I had known then what I know and that I had been able to say that GPs are often the only support system patients have, and that GPs work hard to make sure that their incredibly complex patients are safe once the surgeon sends them home. ’ – BSc Student UCLH, QBGP placement feedback

International Visitors

Where we could improve www. gp-patient. co. uk

Plans for 2016 -2017 • • • Continuity of care Understanding prevalence data Scheduled visit slots Salaried GP appraisal Learning disabilities register ‘hard to reach’ Widening end of life discussions Improve access Phone Message HCA & Nurse recruitment

0% THE STATHAM GROVE SURGERY DE BEAUVOIR SURGERY SHOREDITCH PARK SURGERY QUEENSBRIDGE GROUP PRACTICE Area Team SOMERFORD GROVE PRACTICE SOUTHGATE ROAD MEDICAL CENTRE THE LAWSON PRACTICE WELL STREET SURGERY TROWBRIDGE PRACTICE THE NEAMAN PRACTICE THE LEA SURGERY CCG THE SURGERY (CRANWICH ROAD) BARTON HOUSE GROUP PRACTICE LONDON FIELDS MEDICAL CENTRE KINGSMEAD HEALTHCARE THE GREENHOUSE WALK-IN Practices ATHENA MEDICAL CENTRE THE NIGHTINGALE PRACTICE LATIMER HEALTH CENTRE TOLLGATE LODGE PRACTICE THE SURGERY (BARRETTS GROVE) Percentage of patients saying good THE HERON PRACTICE CCG ROSEWOOD PRACTICE HEALY MEDICAL CENTRE STAMFORD HILL GROUP PRACTICE Area Team THE WICK HEALTH CENTRE BEECHWOOD MEDICAL CENTRE ABNEY HOUSE MEDICAL CENTRE THE SURGERY (KINGSLAND ROAD) THE CLAPTON SURGERY SANDRINGHAM PRACTICE THE SPRINGFIELD HEALTH CENTRE THE CEDAR PRACTICE RICHMOND ROAD MEDICAL CENTRE ELSDALE STREET SURGERY THE SURGERY (BROOKE ROAD) LOWER CLAPTON GROUP PRACTICE THE ALLERTON ROAD SURGERY THE DALSTON PRACTICE FOUNTAYNE ROAD HEALTH CENTRE THE HOXTON SURGERY THE SORSBY HEALTH CENTRE QBGP Benchmarks Highly Overall, how would you describe your experience of your GP surgery? National Average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of esponses %Good = %Very good + %Fairly good Base: All those completing a questionnaire: Practice bases range from 15 to 187

‘Queensbridge Group Practice – is an example of a practice that others should aspire to. ’ Final Year Medical Student, Jan 2016 ‘Queensbridge Group Practice – The practice others should aspire to. ’

Improving Health Is A Team Effort Primary Care – Now More Than Ever!

Thank you for listening Please do not hesitate to ask any member of staff for assistance during you visit today