This practice is rated as Good overall. (Previous inspection May 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Dr Ivan Camphor (Heatherlands Medical Centre) on 27 February 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• There were systems in place to mitigate safety risks including health and safety, infection control and dealing with safeguarding.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.

• Staff involved patients and treated them with compassion, kindness, dignity and respect.

• The practice had reviewed and introduced new measures in order to improve access to appointments Patients reported they could access appointments when needed, routine, urgent appointments and home visits were available.

• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice sought patient views about improvements that could be made to the service; including having an active patient participation group (PPG) and acted, where possible, on feedback.

• Staff worked well together as a team, knew their patients well and all felt supported to carry out their roles.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

• The provider was aware of the requirements of the duty of candour.

The areas where the provider should make improvements are:

• Review significant events and complaints annually in order to identify themes and trends.

• Review the practice’s safeguarding policy to include reference or links to related legislation and guidance.

• Review the practice’s training plan to identify core training at frequency and level appropriate to roles in order to monitor training effectively.

• Review the protocol for dealing with patient letters to identify specific criteria to follow.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

This is the report of findings from our inspection of Dr Ivan Camphor, Heatherland Medical Centre. The practice is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on 7 January 2015 at the practice location in Wirral, Merseyside. We spoke with patients, relatives, staff and the practice management team.

The practice was rated overall as good. They provided effective, responsive care that was well led and addressed the needs of the population it served. The service was safe, caring and compassionate.

Our key findings were as follows:

• Patients spoke highly of the practice. They said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Information was provided in ways useful to them to help them understand the treatment choices and the care available.

• The practice provided good care to its population that was responsive to their health and socio economic needs. Patients were listened to and feedback was acted upon.

• The practice had developed a range of services on site and in collaboration with others in order to provide safe, effective and responsive services to the local community.

• The practice was responsive in developing care and support to patients with dementia.

• The practice was well-led having transparent and accessible leadership providing multidisciplinary approaches to accessible services.

• The practice had a good track record for maintaining adult and child safeguarding.

In addition the provider should:

• Ensure that any patient making a complaint is given clear information about what they can do or who they can go to if they remain unsatisfied with the outcome of the initial investigation into their compliant by the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice