Enter and view: Eldene health centre and West Swindon health centre

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Summary of report content

Healthwatch Swindon conducted an enter and view visit on Eldene health centre and one on West Swindon health centre on the 15th and 16th of February 2017. These centres are both multi-purpose, including the dental access service, footcare, dietetics, diabetes, various therapies and diabetic retinopathy screening, along with a GP practice at Eldene. The visits were arranged to find out more about the range of services provided at both health centres, to compare the experience of users, patients and staff at both centres and to make practical recommendations about physical aspects of the premises which may have an impact on the experience of users. Findings from the visits included:  At Dr Guilding's Eldene Surgery patients were keen to tell us that service delivery was exceptional - they had no concept of having to wait long periods of time for an appointment and gave 3 days as a maximum period of waiting time.  At the children's audiology clinic at West Swindon staff reported an exceptionally high number of missed appointments which concerned Healthwatch Swindon.  There is confusion in the public mind between the nearby Eldene Surgery and Eldene health centre. This results in patients going to the wrong building and having to be redirected. The position is exacerbated because diabetic retinopathy screening takes place at Eldene health centre but Great Western Hospital holds eye care clinics at Eldene Surgery. The report included 5 recommendations:  Signage to and within both centres could be improved. Clear information about Eldene health centre as opposed to Eldene Surgery should be provided.  Induction loops at both centres should be installed and maintained.  Information leaflets, posters and general displays within both centres should be maintained and kept up to date.  Information about the services and facilities at both centres should be coordinated and maintained. This includes printed as well as online information.  This recommendation may apply to Wroughton hcealth centre and to the new Swindon health centre – the opening of which in May 2017 could be an opportunity to explain and promote all the services provided in all Swindon health centres. There is a brief response from the service provider contained in the report;

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General details

Report title 
Enter and view: Eldene health centre and West Swindon health centre
Local Healthwatch 
Healthwatch Swindon
Date of publication 
Wednesday, 1 March, 2017
Date evidence capture began 
Wednesday, 15 February, 2017
Date evidence capture finished 
Thursday, 16 February, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Decor
Digitalisation of services
Health and safety
Information providing
Quality of appointment
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5696

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 
Observation
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 
Diagnostic and/or screening service - single handed sessional providers
GP practice
Community services 
Other

Details of people who shared their views

Number of people who shared their views 
Unknown
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 
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? 
No
Is there evidence of impact external to the report? 
Not known

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.