Enter and view: Albrighton Medical Centre

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Summary of report content

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Shropshire visited Albrighton Medical Practice on 19/04/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed that the practice has a large team of medical and administrative staff who see a variety of patients including families from RAF Cosford (not personnel), vulnerable groups and people from the travelling community. Appointment availability has been increased during the Prime Ministers Challenge Fund pilot, although a survey of patients found that they would not be prepared to travel to another surgery after 6pm. There are a number of clinics offered to patients with long term conditions, a medical lead for learning disabilities and a social prescriber who manages vulnerable groups. The car park was very small for the size of practice and patients were having to park on a residential street. The building was easily accessible and layout well organised and uncluttered. Following recommendation by the Care Quality Commission in 2016, fire points are now tested every week in rotation and emergency lighting and smoke alarms are checked and maintained regularly. Although the PPG have been made aware of the AIS, they have not been asked to help to put it into practice, or to suggest ways of improving the service to patients with communication needs. PPG reps were not aware of the hearing loop. Healthwatch Shropshire observed two patients being called to their appointment from the doorway with no eye to eye contact, despite one patient having a hearing loss and being accompanied by a carer. There was a page called ‘Accessible Information’ on the practice website and it described clearly what was available for patients with communication needs. It did not include the word ‘communication’ in the title which would make its relevance more obvious to the members of the public. The recommendations within the report state displaying information for patients about the Accessible Information Standard (AIS) on the notice boards. Involving the PPG in undertaking a survey of awareness of the AIS with patients, to include the communication needs of all patients not just newly registered patients. Providing additional AIS training for staff and PPG group members. Placing a hearing loop sign prominently by reception to encourage patients to ask for the hearing loop if they need it. Contacting patients with hearing loss, e.g. people who attended hearing aid battery exchange, and promote use of the hearing loop. Reviewing the title of the ‘Accessible Information’ section on the practice website to make it more obvious to members of the public that it is about communication needs.

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General details

Report title 
Enter and view: Albrighton Medical Centre
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Wednesday, 16 May, 2018
Date evidence capture began 
Thursday, 19 April, 2018
Date evidence capture finished 
Thursday, 19 April, 2018
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Communication between staff and patients
Consent to care and treatment
Health inequalities
Health promotion
Health protection
Information providing
Quality of appointment
Quality of regulation
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-7250

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
14
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.