Enter and View: Ascot Medical Centre

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Summary of report content

Healthwatch Windsor, Ascot and Maidenhead undertook an Enter and View visit to Ascot Medical Centre on December 2nd, 2019. The purpose of the visit was to observe patients engaging with staff and their surroundings, capture the experience of patients and record any ideas they may have to improve the services.  

Healthwatch staff found that the surgery was clean and tidy throughout, although lots of dead flies were noted in light covers; the waiting room appeared tired, mainly due to wear and tear; there were two disabled parking spaces for blue badge holders; variety of information and leaflets were available however, display was not accessible and some were out of date; all staff were friendly and welcoming; privacy around reception area was good. The report also contains a response from the Patient Participation Group (PPG) Chair to the PPG survey.

The surgery's website was also reviewed by Healthwatch and they found easy to find and clear information but did not include some information that could be helpful for patients (contact number for example). The website scaled well on all devices. The site did not have a language changer or any other accessibility tools.

The report made several recommendations and contains a response from the providers for all of the comments.

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General details

Report title 
Enter and View: Ascot Medical Centre
Local Healthwatch 
Healthwatch Windsor, Ascot & Maidenhead
Date of publication 
Tuesday, 3 March, 2020
Date evidence capture began 
Monday, 2 December, 2019
Date evidence capture finished 
Monday, 2 December, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Information providing
Quality of care
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Tangible Impact (cost related)
Tangible impact (not cost related)

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.