Enter and View: Five Towns Surgery

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Summary of report content

Healthwatch Stoke-on-Trent undertook an enter and view visit to Five Towns Surgery on 3 March 2020. They had been informed verbally by patients that they had had difficulty in making appointments, often due to the unavailability of appropriate staff and they wanted to find out more.  At their visit they spoke to two members of staff.

They discovered on arrival that the surgery was now under new management. The visiting team found very little of concern during this visit and were impressed by the way in which the Practice was now run. They were reassured by the answers given both by the Practice Manager and the Business Manager regarding the complaints and negative comments that had been made.  Healthwatch were offered the opportunity to undertake a patient survey of both Five Towns Surgery and the Norfolk Street practice later in April 2020 to gain and report on the current patient perception of the surgeries.

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General details

Report title 
Enter and View: Five Towns Surgery
Local Healthwatch 
Healthwatch Stoke-on-Trent
Date of publication 
Friday, 4 September, 2020
Date evidence capture began 
Tuesday, 3 March, 2020
Date evidence capture finished 
Tuesday, 3 March, 2020
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Complaints procedure
Quality of care
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or 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 
Age group 
Not known
Non binary
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
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.