Enter and view: Chancery Lane Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Chancery Lane Surgery, a purpose-built building, on 25th August 2015. No concerns were observed with the external building condition, and there were 8 car parking spaces available but only one disabled space. From the inside the surgery was clean and tidy, though a little tired in places. The Healthwatch Enter and View team found the surgery met most of their observational criteria. There was a separate window for prescription and reception, and the staff come out and call in the patients themselves. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Of the 24 responses 4 found the booking system to be poor, “You struggle to get an appointment if you can't get in at 8 o'clock you might have to wait a week.” 22 people rated the overall quality, care, treatment and service as good. The report makes three recommendations: • The surgery look into the concerns raised by the patients in respect of the appointment booking system. • The surgery consult with the Patient Participation Group (PPG) about having space on the notice boards in the reception area to raise awareness of the group and its activities. • The surgery install a complaints box in the reception area in line with the notice that states that one is available. There is a response from a PPG member explaining they will discuss the possibility of having a board with more information about their services.

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General details

Report title 
Enter and view: Chancery Lane Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 24 August, 2015
Date evidence capture began 
Monday, 24 August, 2015
Date evidence capture finished 
Monday, 24 August, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Complaints procedure
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? 

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.