Enter and view: Chessington Park Surgery

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Summary of report content

Healthwatch Kingston upon Thames gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Hackney to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Kingston upon Thames visited Chessington Park Surgery, on 26/03/15. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Overall patients felt they could book an appointment easily when they wanted one, but it was commented that patients find the busy phone line is a barrier to booking appointments in the mornings. The majority of patients surveyed said they could get an appointment with their preferred GP or Nurse; patients commented that this does not seem to be a problem for the surgery to arrange. The majority of patients felt they did not have to wait an unreasonable time before being called into their appointment. The majority of patients said they felt their time with their GP or Nurse was adequate for their needs. It was commented by a patient that they didn’t feel rushed during the appointment, and that there is time to talk about their concerns more in depth with the Doctor. Nearly 3 quarters of the patients surveyed said their GP had not told them about a community support service. 77% of patients surveyed graded the amount of information available as being average or below, with 39% grading it as poor. When grading the different elements of patient experience from 1 to 5, patients graded Chessington Park Surgery overall as good. The information room within the waiting area is an asset to the Merritt Medical Centre, however it was observed that the display of information materials made it difficult to use for this purpose, there were a wide range of information leaflets but they were not organised, the tables had information also but this was untidy, it was felt this is a missed opportunity as it seems to be off-putting for patients. These observations are backed up by patients comments received in the surveys and the grading of the information available as being poor. The main recommendations informed themes around information providing and the recruitment of volunteers.

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General details

Report title 
Enter and view: Chessington Park Surgery
Local Healthwatch 
Healthwatch Kingston upon Thames
Date of publication 
Thursday, 26 March, 2015
Date evidence capture began 
Thursday, 26 March, 2015
Date evidence capture finished 
Thursday, 26 March, 2015
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Information providing
Public involvement
Healthwatch reference number 
Rep-6041

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Not known
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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 
15
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

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.