Enter and view: Grove Surgery

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Summary of report content

Healthwatch Barking and Dagenham conducted a two hour, unannounced Enter and View visit to the Grove Surgery General Practice on 14th November, 2017 as a result of some concerns raised by the public. The three main issues raised were: 1) Appointment waiting time 2) Consultation time 3) Staff conduct The visit was done during morning surgery hours and was led by the Lead officer and an Authorized representative of Healthwatch. Healthwatch engaged with 18 patients in total and the majority didn't have any problems getting their appointments within two weeks. Most of them felt they had enough time with the GP to discuss their health issues. Six out of the 18 felt they didn't have enough time with the GP. Over half the patients that took part in the survey said they found the services at the GP good. Most of the patients were happy with the treatment from the staff. The report includes some other general observations by the Healthwatch team about the surgery such as the layout of the surgery including the waiting area, parking. toilets, opening hours etc. The team was concerned about a sign informing patients that only one health issue can be discussed in one consultation, and a very strict zero tolerance policy sign that set out very strict expectations from the patients toward the staff but none vice versa. Overall it was concluded that patients are satisfied with the services they are receiving They found the appointment times satisfactory and the staff courteous. The Practice Manager later expressed his disapproval at the unannounced visit conducted by Healthwatch and was explained by them the reason they did that. Healthwatch made six recommendations as a result of their visit. Among the recommendations made was to reevaluate their policy of allowing the patient to only discuss one problem at a time. Also some longer consultation times should be provided if needed by the patient. Hand gels should be provided in the waiting area and a separate space for the patients to have private conversation with the staff , when needed, should be available. The zero tolerance policy needs to also reflect the expectations the patients have from the staff. Finally, the repeat prescription box that is placed in the corridor needs to be emptied more often or a bigger box provided so that slips don't fall out when it is too full. As part of their response, the practice explained where it stands with the GP discussing one health issue at a time. They expressed they need to do this in order to maintain time management and they prioritize long term conditions. They also said they give patients the option to pre book double appointments if needed. In response to the privacy of the patient while discussing their personal health issue, the surgery said they will be restructuring their reception area, and until that is done they patient can be taken to the side of the reception where they can discuss with the door closed. The hand gel has since been placed in the waiting area, and as per the suggestion of Healthwatch the practice has placed an order for a larger box for the repeat prescriptions to be placed it.

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General details

Report title 
Enter and view: Grove Surgery
Local Healthwatch 
Healthwatch Barking And Dagenham
Date of publication 
Thursday, 18 January, 2018
Date evidence capture began 
Tuesday, 14 November, 2017
Date evidence capture finished 
Tuesday, 14 November, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Engagement
Staff attitudes
Healthwatch reference number 
Rep-1882

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
N/A
Primary research method used 
Engagement event
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
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 
18
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
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? 
No
Does the information include other people's views? 
Yes
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.