Enter and view: Atherstone Surgery

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Summary of report content

Healthwatch Warwickshire conducted an enter and view visit on Atherstone GP surgery in Atherstone on the 13th July 2016. The surgery has 9 GPs and 5 practice nurse (plus a nurse practitioner) and serves 15500 patients. Observations from the visit mention that the surgery is in a purpose built (in 1991) surgery which also houses the a pharmacy. They noted that The communal areas of the surgery were clean and functional, but the carpet throughout was stained in numerous places. 41 people completed a questionnaire giving their views and rating areas as either poor, average, good or excellent. Comments from patients included: “Telephone system is good but getting in with the GP is horrendous”. “Parking can be a bit of a problem”. “I feel like I’ve been listened to”. The report makes five recommendations: - Informing patients on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in reception or the use of the electronic check in to notify patients of current waiting times. - A review of the information on display is needed to ensure current posters are relevant and up to date. - That the surgery follows up the delay in releasing the online booking service to their patients. A number of patients expressed a preference for this method of booking appointments and would utilise the facility if it was available. - A copy of the complaints procedure is displayed on notice boards within the surgery. - PPG to consider making use of the surgery website to post minutes of meetings and use this as a tool to recruit further members. The report contains a response from the provider.

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General details

Report title 
Enter and view: Atherstone Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Friday, 5 August, 2016
Date evidence capture began 
Wednesday, 13 July, 2016
Date evidence capture finished 
Wednesday, 13 July, 2016
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Decor
Health promotion
Information providing
Medication
Prescription
Quality of appointment
Quality of staffing
Quality of treatment
Referrals
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5536

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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 
41
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? 
Not known
Does the information include staff's views? 
No
Does the information include other people's views? 
Yes
What was the main sentiment of the people who shared their views? 
Negative

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? 
Not known
What type of impact was determined? 
Implied Impact
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.