Enter and view: The Grange Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to The Grange Medical Centre, a purpose-built building, on 3rd August 2015. Signage to the surgery was visible from the road and the car park was of reasonable size with disabled bays available. The inside of the surgery was clean and spacious, although the clock wasn’t working at the time. The Healthwatch team found the surgery met most of their observational criteria. The electronic check-in was not working on the day of the visit. The surgery was in the process of installing a complaint/comments box. If the patients wanted privacy they were taken into a separate room. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 6 out of 66 respondents found the appointment booking system poor, “Even my 4-year-old son can’t get an appointment. I find I’m having to tell the receptionist the symptoms. I shouldn’t have to justify why I need an appointment for a child.” Quite a few (21 out of 66) patients found the access to the surgery poor. The staff were rated good overall by the respondents, but punctuality of appointments seemed to have a few issues. The report makes the following recommendations: • Surgery to look into concerns raised by patients about appointment booking system. • Informing patients on the day of any delays which may impact their appointments. There was no additional response from the surgery

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General details

Report title 
Enter and view: The Grange Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 3 August, 2015
Date evidence capture began 
Monday, 3 August, 2015
Date evidence capture finished 
Monday, 3 August, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Decor
Quality of appointment
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5319

Methodology and approach

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

Details of people who shared their views

Number of people who shared their views 
66
Age group 
All
Gender 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Not known
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? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.