Enter and view: The Haven Surgery

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Summary of report content

Healthwatch County Durham conducted an Enter and View visit to The Haven GP Surgery in April 2019. The visit was requested by the surgery, themselves, to gain insight into their patients' experiences of the surgery. The representatives made observations and collected feedback from 14 patients and staff.

Patients reported that the medical staff were professional and caring. The appointment availability for patients was good as they were able to book same-day appointments easily. It was reported that the waiting area could be situated a little further from the reception area to reduce anxiety and increase privacy.

Observations of the surgery included that there is a lack of privacy between the reception area and the waiting room. Noticeboards had plenty of information and posters on them. The staff showed good interaction with patients and used people’s first names. However, there were delays for appointments and some people waited a long time before they were seen. Although, patients were kept informed of the delays.

Recommendations included that staff should continue to uphold their positive outlook and caring attitudes. There was examples of good communication with the electronic monitor and calling people to appointments, this should be retained. The reception area could be reviewed to ensure that their is more privacy on offer. The appointment booking system was good and patients were happy that they were kept informed of delays. Referral to further types of complimentary services would be valued/welcomed.

The service provider responded positively to the report.

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General details

Report title 
Enter and view: The Haven Surgery
Local Healthwatch 
Healthwatch County Durham
Date of publication 
Wednesday, 24 July, 2019
Date evidence capture began 
Tuesday, 23 April, 2019
Date evidence capture finished 
Tuesday, 23 April, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Information providing
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
How was the information collected? 
Visit to provider
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

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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 
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? 
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.