Enter and view: Dunchurch Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Dunchurch Surgery on 30th April, 2015. The external building is purpose built and no concerns were observed with the building condition. The surgery is clean and decorated to a good standard. The Healthwatch team found the surgery met most of their observational criteria, except in a few areas. There was no electronic check-in and patients were taken to a private room as there was no privacy at reception. Patients would be informed about waiting time by staff, and there was only one accessible toilet available. The names/photographs of GP’s and staff, at the surgery, were not displayed either. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 15 out of the 44 respondents found the appointment booking system average while 6 found it poor, “It has taken five days to get an appointment. I wanted an early appointment for my son. I gave up each morning after fifteen minutes of trying.” 4 patients found the punctuality of the appointments poor, “I have waited 40 minutes today so far.” The report recommends looking into concerns raised by the patients in respect of the appointment booking system, and that the surgery ensures that it consistently informs patients on the day of any delays which may impact their appointment. The surgery responded saying it will continue to promote the use of the online booking system whilst trying not to disadvantage those without access to a computer. They also advised that they are currently trialling adjusting the online appointments to times more convenient for the working population.

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General details

Report title 
Enter and view: Dunchurch Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 8 June, 2015
Date evidence capture began 
Thursday, 30 April, 2015
Date evidence capture finished 
Thursday, 30 April, 2015
Type of report 
Enter and view
Healthwatch reference number 
Rep-5273

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Survey

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 
44
Age group 
All
Gender 
All
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? 
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? 
No
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.