Enter and View: Duncan Street Primary Care Centre

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Summary of report content

Healthwatch Wolverhampton undertook an unannounced Enter and View visit to the Duncan Street Primary Care Centre on 17 December 2019. This was due to issues raised by members of the public about access to appointments.

The practice was well located and close to the centre of Wolverhampton. The patient demographic was extremely diverse, and the practice endeavours to support the varied health and communication needs of their patients. However, patients that Healthwatch spoke to had never been offered out of hours or extra GP appointments at another GP practice, and were concerned at the short length of the appointments they were offered.   

The report includes 12 recommendations about accessibility, Patient Participation Group (PPG), staff communication and additional/out of hours appointments.

The report includes a lengthy response from the provider setting out the action they intend to take in response to the recommendations.

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General details

Report title 
Enter and View: Duncan Street Primary Care Centre
Local Healthwatch 
Healthwatch Wolverhampton
Date of publication 
Friday, 24 January, 2020
Date evidence capture began 
Tuesday, 17 December, 2019
Date evidence capture finished 
Tuesday, 17 December, 2019
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Digitalisation of services
Health inequalities
Information providing
Interpreters
Patient records
Quality of appointment
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5139

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 
Engagement event
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Unannounced

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 
Not known
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? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Doctors
Receptionists
Service manager
Does the information include other people's views? 
Not known
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? 
Not known
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.