Enter and view: The Glenfield Surgery

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Summary of report content

Healthwatch Leicestershire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Leicestershire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Leicestershire visited The Glenfield Surgery on 5th January 2015 The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Leicestershire found patients arriving at the surgery were checked in for their appointments efficiently and knew where to wait to be seen. Healthwatch Leicestershire saw reception staff interacting well with patients. Patients told them that the appointment system could be improved as it is difficult to contact the surgery over the telephone to make an appointment and many patients Healthwatch Leicestershire spoke to were unaware of the online booking system. Patients with limited mobility would find it difficult to access the building without assistance. Information and notices for patients were not clearly displayed in the waiting rooms or lift and the televisions in the waiting rooms were not being utilised. Additional facilities such as a children’s play area, blood pressure monitor and breastfeeding room would be of benefit to patients. Healthwatch Leicestershire made 8 recommendations in relation to appointment booking, access and patients information.

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General details

Report title 
Enter and view: The Glenfield Surgery
Local Healthwatch 
Healthwatch Enfield
Date of publication 
Monday, 5 January, 2015
Date evidence capture began 
Monday, 5 January, 2015
Date evidence capture finished 
Monday, 5 January, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Information providing
Healthwatch reference number 
Rep-5983

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
Structured interview
Survey
How was the information collected? 
Not known
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 
56
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? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
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? 
Yes
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.