Victoria Central GPOOH

Updated 19 April 2018

Victoria Central Hospital GP Out of Hours service is operated by Wirral Community NHS Foundation Trust. The service is accessed through the NHS 111 service and provides urgent medical help and advice for patients who are unable to wait for their GP practice to re-open. NHS 111 assesses a person’s symptoms, and gives the healthcare advice needed or directs people to the local service that can help people best. One of the services available is the GP out of hours service.

The service does not see ‘walk in’ patients. Those that came in were told to ring NHS 111, unless they needed urgent care in which case they would be stabilised before being referred to the most appropriate service such as the accident and emergency department.

Once you have been referred to the Out of Hours service, further care can include:

• Telephone advice

• A face-to-face consultation at one of two centres in Arrowe Park or Wallasey

This GP Out of hours service opens and operates at times when service needs demand, this can be at busy weekends and bank holidays when more demand for out of hours care is needed. The need for this service to operate is assessed and pre planned.

As Part of this inspection we visited the Trust’s headquarters and the location of Victoria Central Hospital; GP Out of Hours service. We also visited the location of the provider’s main Out of Hours service at Arrowe Park Hospital and there is a separate inspection report for this location.

The service is registered with the Care Quality Commission (CQC) to provide the regulated activities diagnostic and screening procedures, family planning, transport services, triage and medical advice provided remotely and treatment of disease, disorder or injury.

Updated 19 April 2018

This service is rated as Good overall. (Previous inspection September 2014 – No concerns)

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

We carried out an announced comprehensive inspection of Wirral GP Out of Hours (OOHs) Service on 6 and 7 March 2018 as part of our inspection programme and in conjunction with the inspection carried out for Wirral Community NHS Foundation Trust. On 7 March we visited the location of Victoria Central Hospital GP (OOHs) which is used to deliver out of hours services as part of business continuity planning and as service needs demand. When we visited on 7 March we were able to review the premises however the location was not operational at this time.

Staff we spoke to as part of the two day inspection also worked at Victoria Central Hospital GP OOHs service. Patient feedback we reviewed had also visited Victoria Central Hospital GP OOHs service. Therefore we were able to carry out a full inspection for this location.

At this inspection we found:

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

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

• The provider 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 had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• We saw that staff treated patients with compassion, kindness, dignity and respect.

• The service was underperforming in their targets for indicators relating to access and response time. However, patient feedback was positive in respect of them being able to access care and treatment from the service within appropriate timescales for their needs.

• The service facilities were accessible and well equipped to treat patients and meet their needs. There were no OOHs vehicles in use or based at this location as home visits were undertaken from the other site (Arrowe Park Hospital GP OOHs).
• There were systems in place that enabled staff to access patient records and out of hours staff provided other services, such as the patient’s own GP and hospital, with the information they needed following contact.
• There was a clear leadership structure and staff felt supported by leaders and management. The provider sought patient views about improvements that could be made to the service; including through the Friends and Family Test, internal surveys and share your experience information. It acted, where possible, on feedback.

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

• There was a 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 the recruitment policy to include obtaining photographic identification being obtained prior to employment.

• Review audit planning to include a programme of audits that are based on local, national and service priorities.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice