Enter and view: Broadway Medical Centre

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Summary of report content

Healthwatch Walsall gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Walsall to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Walsall visited Broadway Medical Centre on 25/09/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed the feedback for the Practice was mostly positive. Patients Healthwatch Walsall spoke to on the day of our visit, said they would recommend the practice to other people. The infrastructure and facilities as provided are very good. However, not surprisingly issues exist for patients mainly around access and information. There was also some disparity in the responses to getting appointments with 56% rating it as good or very good; however, by contrast most of the same respondents had consultation appointments granted within 24 hours. A greater uptake and implementation of online/text technology would no doubt help improve communication between the Practice and patients accordingly. Choice of GP remains an important factor for patients and providing the information regarding their dedicated accountable GP would no doubt help to smooth this issue. In addition, the Practice needs to determine how it more easily disseminates information on both complaints and Patient Participation channels. From the feedback derived on the day of our visit, there are clearly gaps in patient knowledge concerning their right to both complain and raise concerns and how to engage effectively in the determination of how services are shaped / provided to them. The recommendations within the report state to review the provision of information regarding patient access to scheduling online appointments. Consider utilising the services of NAPP, (National Association of Patient Participation Groups), to help in developing a viable PPG for the practice. Review the provision of information for patients for out of hours Services. Review the provision of text information for patients. Review providing all patients information on their dedicated accountable GP. Ensure non-medical training information for staff is available for review.

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General details

Report title 
Enter and view: Broadway Medical Centre
Local Healthwatch 
Healthwatch Walsall
Date of publication 
Tuesday, 25 September, 2018
Date evidence capture began 
Tuesday, 25 September, 2018
Date evidence capture finished 
Tuesday, 25 September, 2018
Type of report 
Enter and view
Key themes 
Access
Administration
Building and facilities
Communication between staff and patients
Continuity of care
Food and nutrition
Health promotion
Information providing
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-7315

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 
11
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
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.