Enter and View: Clarendon Lodge Medical Practice

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Lisle Court Medical Centre, on 23rd March 2015. The surgery, which is located in two converted houses, was clearly signposted and visible from the main road. The team felt that the communal area of the surgery would benefit from redecoration. There was enough car parking spaces, including disabled ones, however there is no lift in the surgery while some consulting rooms are located on the first floor. The healthwatch team found the surgery didn’t meet some of their observational criteria, because it lacked privacy at the reception area and waiting times were not displayed to inform patients how long the wait is. The Healthwatch questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 4 out of 48 respondents found the appointment booking system poor, “I find the appointments system difficult. Harder than in the past”, while 45 out of 48 found the GP Good, “My GP has looked after me very well. I am always listened to”. One patient said, “I think it is an outstanding GP surgery. Overall the service is great”. The report makes the following two recommendations: - The surgery needs to look into the concerns raised by the patients in respect of the appointment booking system. - Keep patients Informed on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception or the use of the electronic check in to notify patients of current waiting times. The surgery responded to the first recommendation saying , “We have over 3000 patients signed up to our online appointment booking system. At the moment patients are only able to book GP appointments in advance via this facility. The surgery will be migrating to a new system in August which may affect this.”

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General details

Report title 
Enter and View: Clarendon Lodge Medical Practice
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 23 March, 2015
Date evidence capture began 
Monday, 23 March, 2015
Date evidence capture finished 
Monday, 23 March, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of appointment
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? 
Not known
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.