Enter and View: Croft Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Croft Medical Centre, a purpose-built building, on 9th September 2015. The surgery has a car park and some street parking also available. The inside was clean and decorated to a good standard. The Healthwatch Enter and View team found the surgery met all their observation criteria. The electronic system screen was available in English, Polish, and Portuguese. A private room was available for patients who want to talk in confidence. Translation of some documents was available on request. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 5 out of the 17 respondents found the appointment booking system to be poor, “I don’t always get an appointment when I call in the mornings which is not good because I work shifts.” A few people had problems with the punctuality of appointments at the surgery. The team spoke to a PPG representative too who explained their role and their relationship with the surgery and other patients. The report makes several recommendations and lists the actions the surgery has already taken and further actions to be taken. The surgery responded with further clarification of what actions they plan to take in light of the fact that some of the patient demographics are unique - deprivation, safeguarding and social isolation for example – these all also have an impact on service use. It was also noted that the number of patients consulted was small.

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General details

Report title 
Enter and View: Croft Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Friday, 13 November, 2015
Date evidence capture began 
Wednesday, 9 September, 2015
Date evidence capture finished 
Wednesday, 9 September, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Decor
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5339

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Survey
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 
17
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include staff's views? 
No
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
Tangible Impact (cost related)
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.