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St Luke’s Surgery Botley

Partners at St Luke’s Surgery, Botley, have confirmed that a Care Quality Commission (CQC) report has highlighted issues that are already being addressed.

The CQC has rated the surgery as inadequate and has placed it in special measures.  Inspectors did however praise staff at St Luke’s for treating patients with compassion, kindness, dignity and respect.

The CQC report raised concerns with:

  • Record keeping and documentation
  • The system for booking appointments
  • Leadership and staff development
  • Vacancies among GPs and Practice nurses
  • Communication with staff and patients
  • Ability to learn lessons (eg from clinical data or following a data breach in January 2018)

The surgery has been asked to make particular improvements to:

  • Review survey results to identify what can be done to improve patient satisfaction.
  • Review ways to identify and support patients registered at the practice who are also carers.

Dr Sam Humphries, at GP at St Luke’s, said: “The Partners were already addressing many of the concerns before the CQC inspection and we are committed to improving services for patients.

“We will continue to work closely with West Hampshire Clinical Commissioning Group, our professional advisers and our Patient Participation Group to put in place measures to address these issues.”

Dr Karl Graham, West Hampshire Clinical Commissioning Group’s (CCG) Clinical Director for Technology and a GP in Hedge End, added: “The CCG is supporting St Luke’s to act on the recommendations in the CQC report.

“We support the surgery’s use of eConsult and would encourage more patients to seek online advice from their GPs. eConsult allows patients to check their symptoms anytime and receive on the spot medical advice and treatment guidance.

“If they need advice from a GP, a secure consultation form is sent to their practice who will contact the patient with a response by the end of the next working day.”

He added:  “In our experience, many patients do not need to see a GP at the surgery, so it relieves the pressure on appointments. At my practice 81% of patients who used the eConsult service during March would recommend it to family and friends.”

West Hampshire CCG has introduced ‘extended access hubs’ which provide evening and weekend appointments for local patients.  The nearest hub is based at Hedge End Medical Centre.

In October 2017 St Luke’s Partners become part of the Living Well Partnership, which has three other practices in Southampton. The wider Partnership will be helping with the comprehensive action plan giving them access to wider support, clinical leadership and training.  

It is also looking to promote improvements including:

  • Promoting the use of E-consult – this online system is used across the country and provides patients with access to a Clinician
  • Recruiting more GPs & Nursing  – with support from the Wessex Deanery and the Local Medical Committee
  • Reviewing the telephone system – to increase the number of lines into the surgery

The surgery is also reviewing its triage system over the coming months, and is looking across the wider Living Well Partnership to support St Luke’s and Botley.

If anyone would like more information about the changes they should contact the practice Patient Participation Group http://www.stlukesandbotleysurgery.co.uk/ppg.aspx?t=1

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The confidentiality of patients is paramount and we will not divulge any information about anyone unless we receive written permission from the individual or their next of kin.