Enter and view: Caxton Surgery

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Summary of report content

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Shropshire visited Caxton Surgery on the 18/06/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed that most patients were satisfied with the quality of service provided to meet their health and communication needs. One patient expressed concern about being asked why they needed an urgent appointment by the receptionist. The practice was seeking to implement the AIS in a positive way. None of the patients they spoke to were new patients and were not aware of being directly asked about their communication needs. Patients and staff raised the problem of the lack of sufficient parking. Caxton Practice was not easy to find by car and not clearly signed. Patients with communication needs cannot be identified on the EMIS system except through their individual record. The PPG were included in training, including Deaf and Dementia Awareness and were involved in decisions regarding the refurbishment of the practice. There is a potential lack of privacy for those talking to the receptionist. Signage in the corridor of consulting rooms is limited. Most noticeboards in the waiting area were uncluttered except for the ‘community’ noticeboard. There is no hearing loop in the practice although installing one is being considered as part of the refurbishment. Many NHS leaflets do not meet the Accessible Information Standard. The recommendations within the report state the practice should review the level of privacy available to patients at reception. The practice should review its approach to meeting the communication needs of all its patients and makes any changes necessary to implement all the requirements and meet the conformance criteria laid out in the NHS Accessible Information Specification. The practice to explore ways to improve parking for patients. The practice reviews signage to the practice to ensure it is adequate for people visiting the practice for the first time. The practice considers ways it could be made more dementia friendly (e.g. internal signage). The content of the community noticeboard is reviewed and updated on a regular basis to ensure the information is relevant and clear.

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General details

Report title 
Enter and view: Caxton Surgery
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Monday, 18 June, 2018
Date evidence capture began 
Monday, 18 June, 2018
Date evidence capture finished 
Monday, 18 June, 2018
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Engagement
Quality of appointment
Quality of regulation
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 
Rep-7255

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 
Not known
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? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
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.