Oak Tree Surgery – Liskeard
Statement of Purpose Version 1st January 2017
The name and address of the registered provider is:
Oak Tree Surgery
Telephone 01579 335320
Registered Manager: Dr Stephen Bowcott Jefferies
Practice Manager: Mrs Elizabeth Delbridge
Legal status: Partnership
Service provider ID 1-199760532
Location ID 1-550861016
* Diagnostic and screening procedure (notice issued on 19/12/2012)
* Family planning (notice issued on 19/12/2012)
* Treatment of disease, disorder or injury (notice issued on 19/12/2012)
* Surgical procedures (notice issued on 19/12/2012)
* Maternity and midwifery service (notice issued on 19/12/2012)
The surgery was purpose built and opened in June 2005 with large onsite parking.
Under the Health and Social Care Act 2008 (The Care Quality Commission (Registration) Regulations 2009 Part 4), the registering body (Oak Tree Surgery) is required to provide to the Care Quality Commission a statement of purpose.
Our aim is to provide high quality healthcare for all. Our philosophy is to treat people how we would want to be treated. To us every patient matters..
* Be courteous, approachable, friendly and accommodating
* Ensure safe and effective services and environment
* To improve as a patient centred service through decision making and communication
* To maintain our motivated and skilled work teams
* Continue to improve our healthcare services through monitoring and auditing
* Maintain high quality of care through continuous learning and training.
* To guide our employees in accordance with diversity and equality.
* To ensure effective and robust information governance systems
* Treat all patients and staff with dignity, respect and honesty.
The Primary Health Care Team
The 7 Partners:
Dr Stephen Bowcott Jefferies
Qualified 1980 MB ChB
Dr Graham Ralph Toms
Qualified 1984 MB BS MRCGP
Dr Emma Mantle
Qualified 1995 MB ChB
Dr Chris Gilbert
Qualified 1997 MB BS MRCGP
Dr Bianca Yu
Qualified 2001 MB ChB MRCGP
Dr Rehan Symonds
Qualified 2002 MRCS(Ed) MRCGP
Dr Benjamin Basterfield
Qualified 2000 MBchB MRCP MRCGP
Dr Katie Conway
Qualified 1991 MB BCh MRCGP
Dr Jenny West
Qualified 1996 MBchB MRCPCH MRCGP
Rachel Johnson - Nurse Practitioner MSc in Advanced Healthcare. She is able to prescribe and is highly qualified to manage minor illness and further develop chronic disease management within the surgery.
Pat Totton – Nurse Practitioner BSc (Hons) in Advanced Professional Practice, Management of Minor illness. She is able to prescribe and is highly qualified and experienced in the management of minor illness. Pat runs a minor illness clinic and works closely with the Doctors.
Dawn Diprose – (Specialist Clinics – Respiratory, Hypertension and Travel Advice)
Susan Beale - (Childhood Immunisations, wound care)
Melanie Bate - (Childhood immunisations, wound care)
Health Care Assistants
Elizabeth Delbridge is the Practice Manager who is in overall charge. She is responsible for the smooth running of the practice.
The administrative team consists of an Assistant Practice Manager, Medical Secretaries, Head Receptionist, Receptionists, Telephonists and Administrators. In total 16 staff.
We have an IT Administrator and Data Processor who make sure that all computer systems are working and that we comply with Information and Governance.
Dispensary has a full complement of Dispensers and Receptionists to deal with patients requests for medication. In total 10 staff.
Each member of staff has a full knowledge of the services the practice has to offer.
All members of the staff are happy to assist you with any enquiries.
Oak Tree Surgery covers the town of Liskeard and its surrounding areas. A map of the Practice area can be found in the Practice booklet.
All requests for this service will receive a phone call from a doctor.
Please make requests for this service before 10.00am to enable us to provide an efficient service.
Please note that if your telephone will not accept calls from “number withheld” we will not be able to telephone you.
Out of Hours
When the surgery is closed, if you require urgent medical advice or attention, please telephone 01579 335320 and your call will automatically be put through to Cornwall out of hours care who have been appointed to provide out of hours care.
Telephone 01579 324242 or 01579 335320 and reception staff will help you.
When you ring the surgery for a consultation with a doctor, you will be given a Telephone Call Back slot at a time convenient to you. The doctor will discuss your problem with you and if required a face to face consultation at the surgery will be arranged at a time convenient to yourself and the doctor. Translators are bookable on request.
All telephone calls are now being recorded and monitored for patient care and training purposes.
Appointments for a Telephone Call back can be booked online www.thewaitingroom.net.
Please provide your email address to the receptionist so that we can send you an email link to this service.
The surgery offers extended hours on: Wednesday morning from 7.30am to 8.00am and Wednesday evening to 8.30pm.
The Practice provides a dispensing service for patients who live more than one mile from their nearest chemist, providing they request this service either when they first register with the Practice or if they move from town to a country address.
Routine repeated medication authorised by a doctor can be ordered by post, by fax on 01579 324240, by handing your request to us in person, or using the easy to follow links on our website at www.theoaktreesurgery.co.uk. You can also use the
www.thewaitingroom.net please provide your email address to the receptionist so that we can send you an email link to this service.
There is a minor injuries unit at Liskeard Community Hospital which is open from 8.00am until 10.00pm every day. X ray facilities are available from 9.30am to 12 noon and from 2.00pm to 4.00pm Monday to Friday.
All our referrals go through DRSS, Devon Referral Support Services who specialise in ensuring you receive an appointment with an appropriate specialist service of your choosing.
The Regulated Activities under CQC
General medical services and routine medical checks involving a holistic approach.
Management of chronic disease
This encompasses a wide range of conditions which require long term treatment and care. Our priority is to ensure this care is on-going and appropriate; to this end we shall endeavour to review patients’ medication on an annual basis. Diabetic, Stroke, CHD, Respiratory clinics are regularly held throughout the year.
General nursing care
Our nurses provide wound care, contraceptive services, minor illness, smoking cessation advice, well person checks, new patient checks, blood pressure monitoring and travel advice; they also perform vaccinations, ear syringing and smear tests.
The midwives hold clinics during surgery time by appointment, at Liskeard Community Hospital. Baby changing facilities are available, as are facilities for mothers who wish to breast feed.
This service is provided by specially trained nurses.
Family Planning and Contraceptive services
This is provided by doctors and nurses. Nurses are able to provide follow up contraception monitoring for all methods initiated by the doctor.
If you intend to start a family in the near future, there may be important advice we can offer which will increase the chance of you having a healthy pregnancy and baby. Latest advice is that mothers take folic acid from the time she conceives to 12 weeks. As pregnancy will greatly affect diabetic control, all female diabetic patients considering having a baby please come and talk to your diabetes nurse.
Vaccinations and immunisations
Oak Tree Surgery strongly supports childhood immunisation programme. All routine childhood immunisations are performed at the surgery by a nurse following an automatic invitation from the Local Health Authority. Oak Tree offers all ‘at risk’ patients the seasonal influenza vaccine every year.
Foreign Travel Health Advice
If you are travelling abroad Sister Diprose will be able to advise and arrange any vaccinations that are needed in advance of your holiday. Depending on where you are visiting, it is best to give us 6-8 weeks notice, wherever possible.
We have a smoking cessation clinic at the Practice. Please speak to Reception.
Access to Health Records
The Data Protection Act allows you to find out what information about you is held on computer. This applies to your health records. If you require further information about our compliance with these acts then please ask to speak to Margaret Allchin.
A carer is someone who, without payment, provides help and support to a partner, child, relative, friend or neighbour who could not manage without their help. This could be due to age, physical or mental illness, substance misuse or disability. Anyone can become a carer; carers come from all walks of life, all cultures and can be of any age.
Please inform our reception staff if you are a carer or are cared for by another person. This will alert us to your possible needs in this role.
Change of personal details
Patients are asked to notify the Practice as soon as possible of any change of name, address or telephone number; not forgetting to indicate all the persons involved in this change. In an emergency this could be absolutely vital.
Should you need a professional chaperone present at a consultation or procedure then please alert reception staff who can ensure that a chaperone is available for the appointment.
Data Protection Policy
The Practice is committed to the security of patient and staff records.
The Practice will take steps to ensure that individual patient information is not deliberately or accidentally released or (by default) made available or accessible to a third party without the patient’s consent, unless otherwise legally compliant. This will include training on Confidentiality issues, DPA principles, working security procedures, and the application of Best Practice in the workplace.
The Practice will undertake prudence in the use of, and testing of, arrangements for the backup and recovery of data in the event of an adverse event.
The Practice will maintain a system of “Significant Event Reporting” through a no-blame culture to capture and address incidents which threaten compliance.
DPA issues will form part of the Practice general procedures for the management of Risk.
Specific instructions will be documented within confidentiality and security instructions and will be promoted to all staff.
It is the policy of this Practice to strictly adhere to the confidentiality of all our patients. It is possible that during the course of their work, other allied health professionals who are bound by the same rules of confidentiality may have access to your medical records. These include health visitors, midwives, district nurses, mental health team and counsellors.
Confidential and identifiable information relating to patients will not be disclosed to other individuals without their explicit consent, unless it is a matter of life and death or there is a serious risk to the health and safety of the patients or it is overwhelmingly in the public interest to do so.
In these circumstances the minimum identifiable information that is essential to serve a legal purpose may be revealed to another individual who has a legal requirement to access the data for the given purpose.
Violent Patients – Zero Tolerance
The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients form the list with immediate effect in order to safeguard practice staff, patients and other persons.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.
In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and circumstances leading to it.
Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.
You have the right to express a preference of practitioner when you make an appointment.
Comments, suggestions and complaints
We welcome comments and suggestions on our service. If we fail to provide the highest care possible, please make any observations known to our Operations Manager who will, where appropriate, use our complaints procedure to try to correct the problem. Our complaints procedure is available from reception and is in our Practice booklet.
All our staff are here to help you.
Patient Participation Group
Oak Tree Surgery is committed to continually improve our services by learning from and listening to our patients. We have a Patient Participation Group and we are always looking for new members, please ask reception for a form.
Oak Tree Surgery Statement of Purpose
Date: 1st January 2017
Review Date January 2018
Signed by Registered Manager - Dr Stephen Jefferies