Enter and view: Alcester Health Centre.

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Alcester Health Centre, on 11th March, 2015. The surgery is a purpose-built building which houses two GP Surgeries and a Pharmacy. The surgery was modern, spacious and decorated to a good standard, with a a large car park for visitors and ample disabled parking available. The healthwatch team found the surgery to meet all their observational criteria except that there was no information available in other formats for patients and the names/photographs of GPs and staff at the surgery were not displayed. The Healthwatch questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 4 out of the 35 respondents found the appointment booking system at the GP to be Poor, “34 calls before I could get through, but I did get an appointment”. 33 people did not have any experience of public transport to the surgery and consequently did not respond, while 33 rated the surgery Good in cleanliness/hygiene. Some people expressed their concerns about the reception staff attitudes, “Asks if nurse can see you. If you say no shouldn’t have to answer why you need to see a GP”. The report makes the following two recommendations: - Due to several concerns about the appointment booking system, the report recommends maximising the use of online appointment booking to reduce the amount of telephone traffic. A ‘How To’ guide could assist those who are not familiar with booking online. - The surgery provides the Patient Participation Group (PPG) with a notice board so that patients are aware of the role of the PPG and minutes of meetings, results of surveys etc. are available within the surgery. - That appointment booking staff are reminded that a patient does not need to disclose their reason for requesting an appointment if they do not wish to. The surgery responded with the comment; “We feel our receptionists need to ask patients the reason for an appointment so that they can signpost our patients correctly. We are investing a lot of time and training with our receptionists as we offer a range of services including triage, nurse appointments and also doctors. Hence the need for clarification from the patient.”

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General details

Report title 
Enter and view: Alcester Health Centre.
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Wednesday, 11 March, 2015
Date evidence capture began 
Wednesday, 11 March, 2015
Date evidence capture finished 
Wednesday, 11 March, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of appointment
Quality of care
Staff attitudes
Staff levels
Healthwatch reference number 
Rep-5222

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
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 
35
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.