Camrose, Gillies and Hackwood Partnership

Updated 28 November 2024

Date of Assessment: 18 December 2024 to 12 February 2025

Camrose, Gillies and Hackwood Partnership is a GP practice that provides a range of primary medical services across 4 sites, Beggarwood Surgery, Gillies Health Centre, St Andrews Centre and Essex House. Camrose, Gillies and Hackwood Partnership is registered with CQC to provide the following regulated activities, diagnostic and screening procedures, family planning, maternity and midwifery services, surgical procedures and treatment of disease, disorder or injury.

The practice is situated within the NHS Hampshire and Isle of Wight Integrated Care Board (ICB) and delivers General Medical Services (GMS) to a patient population of approximately 52,000. The National General Practice Profiles states that the demographic is in line with local and national averages. Information published by Office of Health Improvement and Disparities shows that deprivation within the practice population group is in the 5th decile (5/10) This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery.

This announced assessment was undertaken due to concerns received by CQC in relation to patient access. We assessed 8 quality statements under the key questions of Responsive and Well-led. This included: Person-centred care; Care provision, integration, and continuity; Providing information; Listening to and involving people; Equity in access; Equity in experience and outcomes; Planning for the future and Governance, management and sustainability.

During our assessment, we identified breaches of regulation. The practice had failed to notify CQC regarding events that stopped the service running safely and properly. In particular, the service’s patient access systems caused considerable delays to access to care and treatment. We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 28 November 2024

Recent survey results, including from the National GP Patient Survey and the NHS Friends and Family Test (FFT), showed people’s overall feedback was low in comparison to the National and Regional averages. This indicated it was not easy to get through to their GP and this also applied to accessing their GP via the website. There was an active patient participation group (PPG) who represented the views of people using the service. The practice actively engaged with the PPG every six weeks to provide updates, discussed feedback and supported the PPG in gaining a clearer understanding of the operations within the practice. Some people described how their interaction with the managers led to significant frustration and they did not always feel listened to.