CQC Statement of Purpose
Under the Health and Social Care Act 2008 every registered provider must have a Statement of Purpose. A Statement of Purpose is a document which includes a standard required set of information about a service and describes:
- The Provider’s aims and objectives in providing the service
- The kinds of services provided and the range of users the services are intended for
- The health or care needs the service sets out to meet
- The location(s) where the services and regulated activities are actually provided or provided from
- Details about the Provider, including their legal status, any managers, their contact details, the Provider’s premises, and their clinical and non-clinical staff
Part 1 – Name, legal status, address and other contact details
1. Provider’s Name and legal status
Full name: The Lakenham Surgery
CQC provider ID: 1-1997 15800
Legal status: Partnership
2. Provider’s address
Business Address: The Lakenham Surgery
1 Ninham Street
Business Telephone: 01603 765550
Business Fax: 01603 766790
Electronical mail (email): Lakenham.firstname.lastname@example.org
Business Website: www.lakenham-surgery.co.uk
3. The full names of all the partners in the partnership
Names: Dr Ian Phipp (Senior Partner)
Dr Ochuko Emore
Dr Adrian Munn
Dr Annapurna Madhuri Bendi
Part 2 – Aims and Objectives
1. To provide the best quality primary care service possible for our patients within a confidential and professional environment, working within local and national governance guidance and regulations.
2. The employers and all staff at the Lakenham Surgery are committed to ensuring that infection prevention and control measures are paramount in providing a safe environment and minimising the risk of infection to ensure the safety of patients, staff and visitors.
3. To remain committed to meeting the health needs of all our patients.
4. To ensure the Practice adheres to equality and diversity principles and to show our patients courtesy and respect at all times irrespective or ethnic origin, religious belief, personal attributes or the nature of the health problem in an environment which is accessible, safe and friendly.
5. To focus on health promotion and wellbeing, and prevention of disease by being pro-active in offering care and advice and information to our patients.
6. To endeavour to involve patients in decision making about their treatment and care in order to create a positive patient experience and understanding of the options available to them.
7. To treat patients as individuals, providing the same respect and level of care we would want for ourselves or members of our families.
8. To involve other health care professionals in the care of our patients where it is in their best interest, providing an informed choice to suit the patient's needs in respect of referrals.
9. To work in partnership with other agencies / allied health care professionals where it is in the best interest of the patient to tackle the causes of health issues and obtain additional care and advice.
10. To continually aim to improve the healthcare services we provide to our patients through learning, monitoring and auditing our provision of care and services.
11. To establish and improve upon services aimed at specific patient population groups – e.g. older people, those who may be vulnerable, those with long term conditions, and those experiencing poor mental health.
12. To ensure that all members of the Practice team are fully supported, and have the right skills and appropriate training in order to carry out their duties competently, maintaining a record of their training plan and certificated learning undertaken.
13. To ensure confidentiality at all times, ensuring that Practice staff maintain robust information governance systems.
14. To protect staff members against abuse by operating a zero tolerance on all forms of abuse.
15. To encourage our patients to participate in annual patient surveys and other questionnaires, providing the opportunity to comment and feedback on the services provided and to help shape the service we provide in the future.
16. To operate on a financially sound basis.
Part 3 – Location, service users, service types, regulated activities
Lakenham Surgery is based at one location:
The Lakenham Surgery
1 Ninham Street
Tel: 01603 765550
The Practice and Services Provided
Lakenham Surgery is a General Practice Partnership open to all patients living within our Practice boundary in Norwich. We are a General Medical Services (GMS) Practice offering primary care services for the diagnosis and prevention of disease.
Our GPs assess, diagnose, treat and manage illness, and help patients to manage their own health and illness prevention, particularly with the use of care plans where appropriate. They carry out screening for some diseases, promote general health and wellbeing, and provide the link to further health services, working closely with other healthcare colleagues. They provide referrals for secondary care treatment and treatment from other specialists and community services and arrange hospital admissions. They collect and record essential information from other healthcare professionals involved in the treatment of our patients. The Practice also employs two salaried GPs.
We are an RCGP Accredited Research Practice undertaking a range of research studies, some incorporating recruitment of patients. We are also involved in a work shadowing programme for UEA Pharmacy Students who undertake work placements with several of the Partners each University semester.
We are open for registration to patients resident within the Practice boundary area and people who are temporarily resident in the Practice area. We are not a dispensing Practice but co-ordinate with local pharmacies to provide a prescription collection and medication provision service for patients, as well as participating in the Electronic Prescribing Service.
The Premises and Staff
The Practice premises is a 1990's purpose-built, 2-storey building providing a modern, comfortable and practical environment with two waiting areas. The building entrance has a ramp and automatic doors for full accessibility for wheelchair users and parents with buggies and prams. We have our own car park available immediately outside the front of the Practice with dedicated disabled parking bays. The main waiting room is large, airy and comfortable with plenty of seating, a children's play area and a range of health promotional information and material. There is also an additional waiting area for some nurse appointments, phlebotomy, midwifery services and other services where a range of health promotion information and material is also available. Both waiting areas are separated from the front Reception desk and the Reception office which deals with patient calls / enquiries, providing privacy and confidentiality for patients and staff in the Reception entrance area / office. The building has two toilets for patients, one of which is accessible for disabled patients or patients with buggies, prams and/or young children with them. The disabled toilet includes baby changing facilities. We also have wheelchairs for patient use for both emergency situations and for patients who can get to the surgery but may have trouble walking.
We are one of a number of Practices in the Norwich area and have a wide and far reaching Practice boundary with a patient population comprising of all social groups with a demographic spread similar to the national average. We are a mid-size Practice with a population of around 8,500.
The Practice is well equipped clinically and has diagnostic equipment including ECG machines, ambulatory blood pressure monitors, nebulisers, peak flow meters, pulse oximeters, obstetric and vascular sonicaids. We also offer a cryotherapy service; are well equipped for minor surgery services; and have defibrillators and oxygen equipment within the Surgery. We are also able to offer blood pressure monitors and nebulisers for the use of patients at home.
Consulting rooms are situated away from the Reception area which provides privacy and confidentiality as it limits the possibility of conversations being overheard. No patient is ever examined or any procedures undertaken without patient consent. The availablility of trained chaperones is advertised within the surgery and on the website.
The Practice uses the Intran service for patients who do not speak English, or for whom English is not their first language, and who would have difficulty communicating with the GP or Nurse. The Practice can also arrange for documents to be translated via the Intran service. Our Practice website is designed to meet equality and diversity demands, providing the facility to change the language as required, to increase the volume for the hearing impaired, and to increase the font size for the visually impaired. We also work with Deaf Connexions whose staff are able to book appoinments for deaf patients and accompany them in consultations. We have incorporated dementia-friendly signs within the Practice and both nurses and some staff have had dementia awareness training.
We encourage patients to let us know if they are a carer, or are cared for by another person, as this helps to alert us to possible needs in this role. 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.
The Nursing team comprises one full time and one part-time nurse. In addition we have two health care assistants. The team provides a full range of clinics for family planning; childhood immunisations; health checks; foreign travel advice and immunisations; minor surgery (in conjunction with a GP); chronic disease management including asthma, COPD, diabetes, CHD and hypertension; the application of dressings and a phlebotomy service.
The wider Practice team includes a full-time Practice Manager, part-time Reception Manager, part-time Practice Administrator, a large reception team (all working part-time) and two job-share medical secretaries. Our staff have a full knowledge of the services the Practice offers and are happy to assist with any enquiries. All staff have a training plan with a core training programme and undertake regular training to update their learning, knowledge and skills.
Attached and peripatetic staff include community midwives who provide Antenatal Services (weekly); diabetic eye screening service (annually); Smokefree Norfolk smoking cessation adviser (weekly); Norfolk Recovery Partnership alcohol and drug abuse adviser (weekly); Leeway Domestic Violence and Abuse adviser (on an ad-hoc basis); and interpretors from Deaf Connexions (as needed). All GPs are involved in the terminal care of our patients, working in collaboration with palliative care staff and community healthcare staff, who provide community health services in patients’ homes. We also have a local specialised terminal care facility at Priscilla Bacon Lodge.
Out of Hours care is provided by the NHS 111 Service and Integrated Care 24 Limited.
Lakenham Surgery provides a wide range of services for everyone registered with the practice which includes patients of all ages, ethnic backgrounds and medical conditions.
These services include:
Asthma clinics and Chronic Obstructive Airways Disease clinics (COPD)
Coronary Heart Disease clinics
Cervical cytology screening
Child Health surveillance
Maternity and midwifery services
Minor surgery procedures
Vaccinations and immunisations
Childhood vaccinations and immunisations
Flu immunisation and routine adult immunisations
Minor injury service
ECGs (electrical heart trace)
Lung testing (spirometry)
Ring pessary replacement
Smoking Cessation advice and support
Alcohol and Drugs advice and support
Travel advice and immunisations
Wound management / dressings / suture removal
Non-NHS Services – our Practice also provides some non-NHS services which are paid for by the patient, or solicitors, or insurance companies or other agencies including:
Private medical insurance reports and medicals
Private sickness notes
Sports, pre-employment, taxi and HGV medicals
Private appointments and treatments
Copies of medical records
GP and nurse appointments are available to book in advance as well as urgent appointments on the day. Patients are offered telephone consultations and reception staff ask if patients would like to take advantage of this service which would reduce their need to attend the surgery. This service is advertised on our website. We also provide a Sit & Wait service each evening for patients with problems/symptoms which they feel need to be seen that day and where usual routine appointments are not available. Saturday surgeries are also available twice monthly – appointments should be pre-booked and although this is a service aimed at people who are usually working during the normal surgery opening hours, it is open to all patients.
The Practice participates in the Electronic Prescribing Service (EPS) which enables prescriptions to be sent electronically from the GP to the dispenser of the patient’s choice. This makes the prescribing and dispensing process easier and more convenient for prescribers, patients and dispensers. For those patients not yet signed up to EPS, prescriptions can be collected from the surgery by the patient or collected by a local pharmacy which will dispense the medication. We operate a 48 hour dispensing service. Repeat prescriptions can be ordered in person at the surgery, by email or by fax.
We are now able to offer patients the opportunity to book appointments with a GP, order medication and access some of their medical records online. SystmOnline, which has been designed to be both secure and easy to use, provides an alternative way for patients to manage both their appointments and medication. It is only available from within the UK and cannot be accessed from abroad.
Confidentiality and Access to Patient Information
All patient information is considered confidential and we comply fully with the Data Protection Act to keep patients’ confidential data safe and secure. Employees who have access to this information in relation to their role are bound by a signed confidentiality agreement. Relevant information may be shared within the multi-disciplinary health care team and to other health care professionals to whom a patient is referred. These individuals have a professional and contractual duty of confidentiality.
Confidential and identifiable information relating to patients will not be disclosed to other individuals without the patient’s explicit consent (unless ordered to do so by court order or where it is in the public interest to do so to prevent harm).
The Data Protection Act and the Access to Health Records Act allow a patient to access information held in their medical records and those of someone who has died (in some circumstances). A patient wishing to see medical records, or be provided with copies, should make a written request to the Practice. Where the patient is entitled to a copy of the health records a charge will be made.
Patient Reference Group
The surgery has a Patient Reference Group (PRG) which is a group of patients who have an interest in healthcare and the local community, with whom we can liaise from time to time to help give us a patient’s viewpoint as primary care develops in the future. The members will act as a ‘virtual’ group allowing us to contact them by email, which is both a quick and convenient way for them to provide their thoughts, views and feedback.
Comments, Suggestions & Complaints
We welcome comments and suggestions on the service we provide and have a protocol for dealing with any complaints. We conduct patient surveys through the Friends and Family Test Questionnaire which can be completed online, in paper format or by text, and also through the Lakenham Patient Reference Group. The Friends and Family Test gives patients the ability to provide feedback on the care and service they have received and whether they would be likely to recommend the practice to others. Patients are encouraged to participate, providing an opportunity for them to comment and feedback on the services provided and to help shape the service we can provide in the future. Results are published on the website along with comments from the Patient Reference Group.
We follow the NHS Complaints Procedures and details are published on the website and within the surgery.
Part 4 – Registered Manager details
Lakenham Surgery has one registered Manager for the Practice:
1. Manager’s name: Dr Ochuko Emore
2. Manager’s contact details: The Lakenham Surgery
1 Ninham Street
Business telephone: 01603 765550
Manager’s email address: email@example.com
3. Locations managed by the Registered Manager:
Lakenham Surgery (one site only) – 100% of time spent at location
4. Regulated activities managed by this Manager:
- Treatment of disease, disorder or injury
- Surgical procedures
- Diagnostic and screen procedures
- Maternity and midwifery (being applied for)
5. The Registered Manager named above regulates all the activities specified above at Lakenham Surgery’s single site.