Enter and view: Concord Medical Centre

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Summary of report content

Healthwatch South Gloucestershire conducted an Enter and View to the Concord Medical Centre in March 2019. They used observations and semi structured interviews to gather information and feedback from staff and patients. 

The report found that the medical centre looked clean and modern, although, parking access was restricted due to limited parking spaces. There were multiple services using the site and representatives found that it wasn’t obvious which entrance to use for the GP surgery. The reception and staff looked welcoming, with a sign showing people where to wait before checking in which was easy to read. There was a quiet room available to the side of reception for people to have a private or confidential conversation. When a patient's name was called, the TV screen displayed their name clearly and considered those with visual impairments. However, most of the signs around the centre were not in easy read format. The service manager's feedback showed that staff do not get specific Learning Disability awareness training, but do receive dementia training. It was reported that there is always a female GP on duty, if patients prefer. 

Healthwatch South Gloucestershire made a number of recommendations including displaying signs in easy read formats, introduce a patient champion for people with a learning disability, and staff should be given learning disability awareness training.

The service provider addressed the recommendations and detailed the actions that have been taken and are in development.

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General details

Report title 
Enter and view: Concord Medical Centre
Local Healthwatch 
Healthwatch South Gloucestershire
Date of publication 
Thursday, 2 May, 2019
Date evidence capture began 
Thursday, 14 March, 2019
Date evidence capture finished 
Thursday, 14 March, 2019
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Health and safety
Information providing
Quality of appointment
Service delivery organisation and staffing
Staff training
Healthwatch reference number 
Rep-4566

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? 
Not Known

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 
Unknown
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
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
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? 
Tangible impact (not cost related)

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.