Archived: Heatherview Medical Centre

Updated 24 April 2018

Heatherview Medical centre is situated in the Alder Hills area of Poole. The practice is located in large purpose built premises and provides care and treatment to 13,776 patients.

The practice is registered to provide regulated activities which include:

Treatment of disease, disorder or injury, surgical procedures, family planning, maternity and midwifery services and Diagnostic and screening procedures and operate from the location known as Heatherview Medical Centre and at the branch practice Fernside Surgery:

Heatherview Medical Centre,

2 Alder Road,

Parkstone,

Poole

Dorset

BH12 4AY

And

FernsideSurgery,

2a Hennings Park Road,

Poole

Dorset

BH15 3QU

www.heatherviewmedical.co.uk

We only visited the location as part of this inspection.

The practice has a PMS (Personal Medical Services) contract and offers enhanced services for example; services for patients needing support for their behaviour across the locality under the Violent Patient Scheme Directed Enhanced Service.

The practice population is in the sixth least deprived decile for deprivation. In a score of one to ten the lower the decile the more deprived an area is. The average life expectancy is comparable to the national average.

Updated 24 April 2018

This practice is rated as Good overall. (Previous inspection June 2017 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Heatherview Medical Centre on 21 February 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.

• Staff involved and treated patients with compassion, kindness, dignity and respect.

• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.

• The practice used the Electronic Frailty Index (EFI) for patients over 65 years to help identify and predict risks for older patients in primary care. Patients identified as living with severe frailty were also reviewed every month at multi-disciplinary meetings in order to co-ordinate care to meet individual needs.

• The practice used a text message system to remind patients of appointments.

• The practice has a ‘dementia friendly’ status which they achieved by ensuring all staff had undertaken dementia training. Modifications had been made to the signage to help patients with dementia find their way around the location and the branch more easily.

• The practice offered a walk in clinic for urgent same day appointments between 9am until 10.30am Monday to Friday, for patients to attend without a pre-booked appointment.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

• The practice offered services for patients needing support for their behaviour across the locality under the Violent Patient Scheme Directed Enhanced Service.

• Heatherview Medical Centre merged with another practice from October 2017.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 24 September 2015

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. Longer appointments and home visits were available when needed. All these patients had a structured annual review to check that their health and medication needs were being met. For those people with the most complex needs, GPs worked with relevant health and care professionals to deliver a multidisciplinary package of care.

Updated 24 September 2015

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 accident and emergency attendances. Immunisation rates were above national averages 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. Appointments were available outside of school hours and the premises were suitable for children and babies. We saw good examples of joint working with midwives and health visitors.

Updated 24 September 2015

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 and had a range of enhanced services, for example, in dementia and end of life care. It was responsive to the needs of older people, and offered home visits and rapid access appointments for those with enhanced needs.

Updated 24 September 2015

The practice is rated as good for the care of working-age people (including those recently retired and students). The needs of this population group had been identified and the practice had adjusted the services it offered to ensure that services 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.

Updated 24 September 2015

The practice is rated as good for the care of people experiencing poor mental health (including people with dementia). 90% of people living with dementia had an agreed care plan in their records. The practice regularly worked with multi-disciplinary teams in the case management of people experiencing poor mental health, including those with dementia. It 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. It 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 received training on how to care for people with mental health needs and dementia.

Updated 24 September 2015

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 for example, those with a learning disability. It offered longer appointments for people with a learning disability and provided them with an annual health check.

The practice regularly worked with multi-disciplinary teams in the case management of vulnerable people. It had told 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.