Enter and view: Clevedon Medical Centre

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Summary of report content

Healthwatch North Somerset conducted an Enter and View visit to Clevedon Medical Centre in January 2018 to ascertain the experience and opinions of local patients. The surgery was selected as part of this local Healthwatch’s series of Enter and View visits to GP Practices in North Somerset. An Enter and View representative observed interaction between staff and patients, the condition of the premises and provision of information including the website. The Representative also spoke with the Practice Manager and made a call out of hours to note the recorded information given to patients. The manager was asked about any changes they have made as a result of patient feedback, any changes planned and to share any examples of good practice within primary care. Observations of the premises, including accessibility, provision of information including complaints procedure, décor, signage and layout, were largely positive. Good practice highlighted included monthly newsletter, private waiting areas for those who require it, extended appointment times and text result service. The report makes three recommendations: to display opening hours in the atrium, to introduce a Carers information board and to enhance the staff information board by including photos. Clevedon Medical Centre acknowledged the report but did not respond to recommendations.

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General details

Report title 
Enter and view: Clevedon Medical Centre
Local Healthwatch 
Healthwatch North Somerset
Date of publication 
Monday, 1 October, 2018
Date evidence capture began 
Wednesday, 10 January, 2018
Date evidence capture finished 
Wednesday, 10 January, 2018
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Complaints procedure
Decor
Information providing
Prescription
Healthwatch reference number 
Rep-6142

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
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 
0
Does the information include public's views? 
No
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 
Service manager

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes but provider disagrees
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.