1. The Old Links Surgery
St Annes

2. Welcome to the CQC
Welcome to the Old Links Surgery, recognised by the Blackpool Gazette as the best performing practice, in terms of patient satisfaction, on the Fylde Coast.

3. The Old Links Surgery History and Ethos of the Practice
Patient Participation Group
Caring and Responsiveness
Well Led

4. History and Ethos of the Practice
Dr Thorpe has lived and worked in St Annes for 29 years at first in a partnership, but when that was dissolved, starting The Old Links Surgery on 14/12/88 opening the present surgery building on 1/4/1989.
Kathy Thorpe RGN RM is the Practice Nurse
5 Part-Time Admin staff with tenure from 27 years to just under a year
The Practice Maintains a list of Approximately 2000 patients Pt experience ahead of remuneration.
Continuity of Care is key – Dr Thorpe sees ALL correspondence:
Test Results
Clinical Letters
All patient-related communications
Dr Thorpe arranges Locum Cover for ALL of his surgeries when he is on Annual Leave. The surgery is fully manned 100% of the time.

5. Patient Participation Group
OLS PPG Established in 2004
Meets 4 Times per Year
There are 6 Patient Representatives Covering an Age Range of 60 Years
The Group discusses:
Patient feedback from sources such as the national patient survey
Complaints and Compliments
Friends and Family Test responses
Significant Events
They suggest ways in which to improve performance and patient experience at The Old Links Surgery. For instance the video of the patient survey results played in reception

6. Caring and Responsive
All staff demonstrate these behaviours in everyday roles
Patients are almost always seen the same day and they can book appointments the next; day, week, month or year without restrictions. No restriction on how many issues are raised during the consultation.
Surgeries extended when necessary to facilitate the above
Online Appointments.
Advanced access appointment system.
Admin team provide results and comments from GP to patients.
Patient Access extended to allow patients to view their records online with no date restrictions.

7. Results of the National Patient Survey 2015
Well Led and Effective
Results of the National Patient Survey 2015
Would you Recommend Surgery Yes %
Helpfulness of Receptionist Very Good 91.1%
Getting Through on the Phone Very Good 81.5%
Making an Appointment Very Good %
Open at Convenient Times Yes 94%
Overall Experience Very Good %

8. Results of the National Patient Survey 2016
Well Led cont’d
Results of the National Patient Survey 2016
England F&W OLS
Would you Recommend Surgery Yes 78% % %
Helpfulness of Receptionist Helpful 87% % %
Getting Through on the Phone Easy 73% % %
Making an Appointment Good 73% % %
Satisfied with opening hours Yes 75% % %
Overall Experience Good 85% % %

9. Examples of past actions to improve patient care and safety
Blackpool Council Taxi medical form changed from a single tick box to a far more detailed confirmation that the person meets the medical requirements for group II drivers.
I compiled the Fast Track Suspected Cancer referral forms still in use today and successfully argued for a change to the layout of the latest combined breast cancer/ symptomatic referral form.

10. Examples of past actions to improve patient care and safety
Unique Safety Net procedure stemming from my experience working on the Macmillan/RCGP national pilot of SEA for delayed diagnosis of cancer.
The anticoagulation wall chart of INR results enabling the latest INR result and date to be attached to all prescriptions for warfarin even for those patients tested and dosed by the ADAS.

11. Examples of past actions to improve patient care and safety
Patients that don’t return their national bowel screening FOB kits are contacted by phone and personally informed That Dr Thorpe recommends the test as a potential life saver. As a result we have a high level of uptake.
Numerous Datix/Insight reports.
SEA into cases of error or omission.
Audit of pathway to diagnosis for all cancers