Enter and view: Great Lumley Surgery

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Summary of report content

This report was written by Healthwatch County Durham following the decision to do a 'positive enter and view' at a surgery known for good practice. The Healthwatch visited Great Lumley surgery. The report was published 21 April, 2017 with a set of structured interview work being completed beforehand. A total of 33 responses were gathered from face to face discussions with both patients and staff. Overall sentiment was positive. A set of recommendations is included in the report. No response from related providers is attached. Summary of recommendations: - Retaining the clear procedure around appointments was a priority for patients as they felt the present system was, and is,very effective. They told us that this practice has a system that works for them. They valued being able to get a prompt appointment, felt that they were dealt with quickly, did not wait long and that there was good follow up care after treatment or surgery. There were lots of examples of staff being responsive and taking action quickly, where necessary. - Patients at this practice feel listened to by doctors, nurses and reception staff. They felt that staff were friendly and helpful. As a consequence of this people felt ‘human’ rather than a ‘number’. Maintaining a personal touch is valued here and seen as what is appealing. - We were told that there is a good, quality service provided here, so much so that nothing should be changed. People said that the surgery and its service should be kept as it is. Some suggestion was made that in fact,what made this service effective was that any changes to policy/procedure had not been allowed to overpower/dissolve the patient centered focus here, where it might have elsewhere. - Patients valued having choice and flexibility around seeing a particular GP. Potential to see the same doctor was raised as important especially where patients had an underlying medical support need (i.e.-mental health issue). To see someone who understood and had some sort of prior relationship, gave people confidence around effective diagnosis.

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General details

Report title 
Enter and view: Great Lumley Surgery
Local Healthwatch 
Healthwatch County Durham
Date of publication 
Friday, 21 April, 2017
Date evidence capture began 
Friday, 21 April, 2017
Date evidence capture finished 
Friday, 21 April, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5715

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
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 
33
Age group 
All people 18 and over
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
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

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.