Manor Park Medical Centre

Updated 10 March 2017

Manor Park Medical Centre is situated in the village of Polegate and the town of Eastbourne, East Sussex and operates from:

Manor Park Surgery

High Street

Polegate

East Sussex

BN26 5DJ

The practice has a branch surgery which operates from the neighbouring town of Eastbourne:

Hampden Park Surgery

12 Brodrick Close

Eastbourne

East Sussex

BN22 9NQ

The practice provides services for approximately 7,200 patients living within the Polegate area. The practice population increased by over 1,000 in the past three years and is continuing to grow. The practice holds a general medical services (GMS) contract and provides GP services commissioned by NHS England. (A GMS contract is one between the practice and NHS England where elements of the contract such as opening times are standard). The practice has larger numbers of patients aged 65 and older compared to the national average. Deprivation amongst children and older people is low compared to the national average. The practice has more patients with long standing health conditions and health related problems affecting their daily lives than the national average, which could mean an increased demand for GP services.

As well as a team of four GP partners (two male and two female), the practice also employs two practice nurses and one health care assistant. There is a practice manager and a team of receptionists and administrative clerks.

The practice is a training practice for foundation level two doctors, medical students and student nurses.

Manor Park Surgery is open between 8.30am and 6pm on weekdays. During the hours of 8am to 8.30am and from 6pm to 6.30pm patients are directed to an out of hours service (provided by Integrated Care 24(IC24)). Appointments are available from 8.30am to 12.30pm and from 1.30pm to 5.30pm Monday to Friday. Hampden Park Surgery is open from 8.30am to 5.30pm on weekdays and calls are directed to Manor Park Surgery or an out of hours service (IC24) outside of these hours. The practice offers same day appointments and phone consultations. Routine appointments are bookable up to four weeks in advance. Patients are able to book appointments by phone, online or in person.

Weekly midwifery clinics and a private audiology service are run from Manor Park Surgery. Weekly midwifery and smoking cessation clinics are run from Hampden Park Surgery.

When the practice is closed patients are given information on how to access the duty GP or the out of hours service (provided by IC24) by calling the practice or by referring to its website.

The practice is registered to provide the regulated activities of diagnostic and screening procedures; family planning; treatment of disease, disorder and injury; maternity and midwifery services and surgical procedures.

Updated 10 March 2017

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Manor Park Medical Centre on 12 January 2017. 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.
• The practice was engaged in an initiative to improve outcomes for over 75 year olds who might be frail, lonely and isolated.
• 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.
• 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:

• Take steps to reduce exception reporting rates in quality and outcomes framework in areas where they are higher than average. For example, for patients with poor mental health and patients with dementia.

• Increase the percentage of women aged 25 to 64 whose notes record that a cervical screening test has been performed in the preceding five years.

• Ensure safety alerts are actioned appropriately.

• Ensure all staff receive appropriate training on the Mental Capacity Act 2005 and consent.

• Ensure all electrical equipment is stored securely and safely.

• Improve tracking for the use of prescription stationery.

• Continue to improve patients’ satisfaction with access to the practice by phone.

• Build on the work undertaken so far to identify carers within the practice in order to increase the number of carers known to the practice and help ensure they receive appropriate support.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 10 March 2017

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.

• Performance for diabetes related indicators was in line with clinical commissioning group (CCG) and national averages. For example, the percentage of patients with diabetes, on the register, in whom the last blood glucose level was 64 mmol/mol or less in the preceding 12 months was 83% compared with the CCG average of 81% and the national average of 78%.

• 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 10 March 2017

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.

• The practice’s uptake for the cervical screening programme during 2015/2016 was 69%, which was lower than the clinical commissioning group (CCG) average of 82% and the national average of 81%.

• 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.

• A private room was available for baby changing and breast feeding mothers on request.

Updated 10 March 2017

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 engaged in an initiative to improve outcomes for over 75 year olds who may be frail, lonely and isolated. This initiative included a staff member dedicated to signposting patients to services such as befriending schemes and support groups.

• The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.

• The nursing team offered flu vaccines at home for those who were unable to attend the practice.

• Elderly and frail patients, who may find it difficult to access the practice during non daylight hours, were routinely offered earlier daytime appointments.

Updated 10 March 2017

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.

• Phone consultations were available, where appropriate, for patients unable to attend the practice due to work commitments.

Updated 10 March 2017

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

• The practice results for the management of patients diagnosed with dementia were better than local and national averages. For example 92% of these patients had received a face-to-face review within the preceding 12 months compared to the clinical commissioning group (CCG) average of 82% and the national average of 84%. Exception reporting was 31%, which was higher than CCG and national averages (14% CCG and 13% nationally).

• The practice results for the management of patients with poor mental health were in line with CCG and national averages. For example, 92% of their patients with severe and enduring mental health problems had a comprehensive care plan documented in their records within the last 12 months which was in line with the CCG average of 93% and the national average of 89%.Exception reporting was 29%, which was higher than the CCG and national averages (17% CCG and 11% nationally).

• The practice regularly worked with multi-disciplinary teams in the case management of patients experiencing poor mental health, including those with dementia.

• 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.

• There was an on-site counselling service to which patients could be referred. Patients could also be referred to an on-site cognitive behavioural therapist.

• 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.

• Patients at risk of dementia were assessed and referred to a memory clinic as appropriate.

Updated 10 March 2017

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 and participated in the vulnerable patient scheme.

• 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.