Enter and view: Brookside Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Brookside Surgery on 10th June 2015. No concerns were observed with the external building, which is purpose built and has its own car park. The inside of the surgery was clean and decorated to a good standard. The Healthwatch team found the surgery met most their observational criteria, except in a few areas. The surgery lacked privacy at reception for patients, but patients can be taken to a private room if they need to talk in confidence. There was no call system so GPs would come out to call their patients, and information for patients was not available in other formats such as easy read etc., while a translator can be provided upon request. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 5 out of the 31 found the appointment booking system to be average with it being “more difficult to get an appointment now than before.” About half of the respondents found the accessibility to the surgery e.g. parking, public transport etc to be average. All respondents rated the staff (GP, nurses and reception) as good. However only 18 found the punctuality of the appointments to be good, with some saying “I have often been sat for a long time.” Overall the response from the patients was positive with a few concerns about appointments, “The surgery needs to make it easier to get an appointment. If you want to see a particular GP it can take up to a fortnight.” The report recommends informing patients on the day of any delays which may impact their appointment. It also recommends the surgery look into the concerns raised by the patients in respect of the appointment booking system. One solution to this could be maximising the use of online appointment booking to reduce the amount of telephone traffic. The Practice Manager responded saying “We realise that keeping patients informed if a doctor or nurse is running late is appreciated. Reception staff do inform patients when booking in if there is likely to be a delay and we will now ensure that all patients are notified of any delay when circumstances allow. We have now extended the number of appointments available to book online as recommended and would encourage our patients to register for our online booking and repeat prescription service.”

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General details

Report title 
Enter and view: Brookside Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Friday, 17 July, 2015
Date evidence capture began 
Wednesday, 10 June, 2015
Date evidence capture finished 
Wednesday, 10 June, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Quality of appointment
Staff attitudes
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? 
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 
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? 
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? 
Implied Impact
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.