Enter and view: Clifton Road Surgery

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Summary of report content

Healthwatch Warkshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Warkshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Warkshire visited Clifton Road Surgery on 23rd February 2015. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. The report includes 3 recommendations. These include for the surgery look into the concerns raised by the patients in respect of the appointment booking system. One solution to this could be maximising the use of online appointment booking to reduce the amount of telephone traffic. The surgery actively advertise their upcoming early morning or Saturday appointments to assist patients who have difficulty in attending during normal surgery opening hours. Informing patients on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception to notify patients of current waiting times.

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General details

Report title 
Enter and view: Clifton Road Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 23 February, 2015
Date evidence capture began 
Monday, 23 February, 2015
Date evidence capture finished 
Monday, 23 February, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Information providing
Healthwatch reference number 
Rep-6018

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? 
Not known
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 
56
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 
N/A
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.