Enter and view: GP Report Worle Health Centre, North Somerset

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Summary of report content

An announced visit by 2 representatives with background research, out of hours and prompt questions to the Practice Manager. Findings: • A proactive Patient Participation Group who meets quarterly, works closely with the Practice to improve access issues for patients. • Staffing levels addressed for busier periods to reduce waiting times for patients. • The Practice does not provide out of hour’s services to their own patients, this is provided by the local provider Brisdoc. Patients are directed to this service by the practice outside of normal practice hours via a telephone message advising patients to ring 999 for life threatening conditions or 111 if the patient cannot wait until the surgery reopens. This information is accessed both by the website and a telephone message. Healthwatch North Somerset recommends: Information regarding the Patient Participation Group (PPG) was not visible, the Enter and View Representative was informed by the Deputy Practice Manager that the Practice encouraged and engaged with their PPG but it was felt that the role of advertising this meeting was the responsibility of the PPG members themselves and not the practice. The practice could allocate board space in the waiting area for in order that the PPG can post visible information. There is no information providing names or photographs of the surgery staff displayed, a name board with photographs displayed in the waiting area would give a more personal touch for patients. Providers Response: There was a poster up in the waiting room for Friends and Family which must have been missed by the representative.

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General details

Report title 
Enter and view: GP Report Worle Health Centre, North Somerset
Local Healthwatch 
Healthwatch North Somerset
Date of publication 
Tuesday, 19 December, 2017
Date evidence capture began 
Tuesday, 19 December, 2017
Date evidence capture finished 
Tuesday, 19 December, 2017
Type of report 
Enter and view
Service evaluation
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Digitalisation of services
Health and safety
Holistic support
Information providing
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
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
Community services 

Details about conditions and diseases

Types of long term conditions 

Details of people who shared their views

Age group 
Not known
Not known
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.