We know from the experiences that you have shared with us that you are unsatisfied with the current telephone system, and that you can often be on hold for quite some time, as well as sometimes experience disconnection whilst in conversation with one of our team members.
We have been working hard with the current telephone system provider, and earlier this year we took the firm decision to change telephony provider, as we do not consider the current system to be fit-for-purpose having explored all possible options for its improvement.
From Thursday 26th September 2019 at 12pm, the new number for Canberra Old Oak Surgery will be 0207 062 6320. The new number is part of a brand new telephone system that we have invested in for our patients, and this is designed to provide you with an improved service, thank you for your patience during the change and sorry for any inconvenience you may experience in adjusting to the new number.
The current number (020 3313 9010) cannot be transferred to us, and will instead play a permanent message stating:
“Please note, the number for Canberra Old Oak Surgery has now changed. The new number is 0207 062 6320, that’s 0207 062 6320. Please store this new number. Your call will not be diverted.”
If you have any queries or concerns and would like to write to us, please email us on firstname.lastname@example.org, thank you.
We are pleased to advise that the telephone line has now been restored and usual service has resumed.
Thank you for your patience and understanding.
Team Canberra Old Oak Surgery
Time of update: 2.30pm – Tuesday 16 July 2019
Please note that we are experiencing issues with the telephone line at Canberra Old Oak Surgery, this is due to a local Virgin Media outage. Parkview Health Centre’s telephony provider, Thames Net, are working on resolving the issue with Virgin.
We have requested urgent and continuous updates, and have also asked the telephone provider to divert calls to our mobiles so we can provide, at the very least, a limited service for calls coming into the surgery. We apologise for any issues you may be experiencing and thank you for your patience.
If you need to contact us today and cannot get through on the telephone, please use one of the following options:
Use our online services to book appointments, order repeat prescriptions or to view your medical records
CQC’s new programme of inspections of England-based GP practices focuses on rating according to whether they are safe, effective, caring, responsive and well led. Inspectors rated Canberra Old Oak Surgery “Good” for being well led and responsive to people’s needs. Canberra was also rated “Outstanding” for their care for people with long term conditions.
Professor Steve Field, Chief Inspector of General Practice said “We carried out an announced comprehensive inspection at Canberra Old Oak Surgery on 29 June 2017. Overall the practice is rated as good. The practice was rated good for providing safe, effective, caring, responsive and well-led services.”
Our key findings across all the areas we inspected were as follows:
There was an open and transparent approach to safety and a system in place for reporting and recording significant events.
The practice had clearly defined and embedded systems to minimise risks to patient safety.
There were effective systems to ensure that all clinicians were up to date with both National Institute for Health and Care Excellence guidelines and other locally agreed guidelines.
Staff were proactively supported to acquire new skills and had access to appropriate and bespoke training to meet their learning needs and to cover the scope of their work.
Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
The practice had good facilities and was well equipped to treat patients and meet their needs.
The practice had strong and visible clinical and managerial leadership and governance arrangements.
The practice proactively sought feedback from staff and patients, which it acted on.
The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.
The practice used innovative and proactive methods to improve patient outcomes and worked with other local and national healthcare providers to share best practice.
We saw areas of outstanding practice:
The practice benefited from a corporate business intelligence tool which provided access to bespoke searches relevant to medicines management and effective care. This enabled the practice to readily identify when follow up tests and screening were due in the management of patients with long term conditions and those experiencing poor mental health. The practice demonstrated that the system and continuous patient recall had improved compliance of tests and screening in the eight months they had managed the practice. Data for 2016/17 showed the practice as the second highest achiever in the GP locality network for the nine diabetes key processes, with a 13% improvement since taking over the practice in August 2016.
Staff had access to a suite of bespoke training materials to cover the scope of their work and meet their learning needs. This included access to a corporate learning and development portfolio featuring face-to-face, web-based and blended training programs tailored for each staff role. For example, fortnightly web-based training for healthcare assistants and nurses’ development support, bi-monthly development for practice management, fortnightly consultant led development program for clinicians and monthly face-to-face training for the physician associate and pharmacist. All staff at the practice, including receptionists undertook annual mandatory training on the Mental Capacity Act (2005) and Deprivation of Liberty Safeguards.