Enter and view: Dordon Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Dordon Surgery, a purpose built surgery, on 13th April, 2015. The team found there was no visible signage from the road directing people to the surgery, and the car park was large with disabled bays. The internal decoration of the surgery was clean and spacious. The healthwatch team found the surgery didn’t meet some of their observational criteria, because it didn't have an electronic check in and not much privacy at the reception for patients. There were no books or toys for children in the waiting area and information for patients wasn't available in other formats. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. About half of the respondents found the appointment booking system average while 11 found it poor, “Tried 20 times before I got through this morning.” More than half rated the punctuatlity of the appointments as Poor. The report makes several recommendations: - The surgery look into the concerns raised by the patients in respect of the appointment booking system. - Informing patients on the day of any delays which may impact their appointment. - The surgery make better use of the Patient Participation Group (PPG) notice board so that patients are aware of the role of the PPG and have opportunity to review documents such as the minutes of meetings and results of surveys. The surgery responded saying they are currently looking at updating the call in system which would involve an electronic self-check in screen, while also will put up a sign to inform patient that they can ask to speak to the receptionist in private. The practice is currently looking into having a patient information screen. The practice will provide suggestion slips and pens. The practice now offers on-line booking. This is being advertised in the surgery and on the practice website recommendations.

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General details

Report title 
Enter and view: Dordon Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 13 April, 2015
Date evidence capture began 
Monday, 13 April, 2015
Date evidence capture finished 
Monday, 13 April, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Decor
Quality of appointment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5255

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 
63
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff'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.