Enter and view: Bulkington Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Bulkington Surgery, a purpose built surgery, on 29th September 2015. The surgery shares site with children’s centre and conference centre and is hard to find if not familiar with the site. Parking is available on site very close to entrance. Disabled parking space on opposite side of building. The inside of the surgery had a good standard of decoration but quite dark. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. It didn’t have an electronic check in system, but it did have a different window at reception for privacy. Patients with sight problems would be collected by the GP. The notice boards were tidy and accessible. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Out of the 43 respondents 4 found the appointment booking system to be poor, “trying to get in is difficult – I had to phone for 3 days to get an appointment.” 4 people didn’t find the GP at the surgery to be good, “It depends who you see. My wife should have been referred and wasn’t with an infection. It caused bigger problems.” Almost 25 percent didn’t find the reception staff good, “Not helpful when we were away and needed medication – it was a big problem.” The report makes a few recommendations: • The Surgery to review signage from the road and on site to ensure that patients are able to easily navigate their way to the surgery • To review signage for disabled parking to ensure that it is clearly visible from the outside as patients enter the car park. • To look at the waiting room set up as the door from reception to the waiting room opens straight out onto the waiting patient. It was also noted that the waiting room was quite dark and could benefit from being brightened up. The surgery responded with some detailed clarification from the PPG about the signage, waiting room setup, parking, appointments and waiting times. Some actions have been taken and promised since the report.

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General details

Report title 
Enter and view: Bulkington Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Friday, 4 December, 2015
Date evidence capture began 
Sunday, 29 November, 2015
Date evidence capture finished 
Sunday, 29 November, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Complaints procedure
Decor
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5344

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 
43
Age group 
All
Gender 
All
Ethnicity 
All
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? 
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
Tangible Impact (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.