Enter and view: Hawthorn Medical Centre

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Summary of report content

Healthwatch Swindon had set out to hear about the range of services provided at Hawthorn Medical Centre, compare the experience of users, patients and staff compared to other surgeries and make practical recommendations about physical aspects of the premises that may have an impact on the experience of users. Observation by the Enter and View representatives reported that: Building signage for Hawthorn Medical Centre could be improved with the addition of a medical sign and the entrance sign depicted in easy read format; Consideration should also be given to conducting spot checks on parking to minimise patients without a Blue Badge occupying spaces or blocking access to reception; Consideration should be given to relocating the dropped kerb in line with the disabled parking bays to avoid the necessity of patients walking into the line of traffic as well as the leveling of uneven paving slabs to minimise potential trip hazards; Consideration should be given to making the pharmacy secure from the possibility of unwanted intruders; Signage for using the electronic check-in screens should be in easy read format; All management and staff should be made aware of the Accessible Information Standard and consideration should be made to replace those leaflets and posters that do not meet the Standard; Healthwatch Swindon only had the opportunity to talk very briefly to two patients during our visit. They expressed their concern regarding the lack of a disabled toilet and that they had been waiting for half an hour for their appointment. In fairness, when they were called in by the doctor he immediately apologised for the delay. Discussion with Practice Manager was positive overall and considerations were shown in many areas for those patients with learning difficulties. However, it was felt that the service offered to people, specifically those with learning difficulties, could be further improved. This included training staff on how to better support adults with learning difficulties; automatically offer a double time slot and the chaperone facility to patients when booking an appointment; and greater consideration given to the process to encourage all those on the learning disability register to attend their annual health checks, but not compulsory. This to be accompanied with the introduction of easy read reminder slips to complement the easy read appointment letters and consideration given to the introduction of braille services for those patients with vision impairment.

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General details

Report title 
Enter and view: Hawthorn Medical Centre
Local Healthwatch 
Healthwatch Swindon
Date of publication 
Monday, 10 September, 2018
Date evidence capture began 
Monday, 10 September, 2018
Date evidence capture finished 
Monday, 10 September, 2018
Type of report 
Enter and view
Key themes 
Car parking access
Communication between staff and patients
Holistic support
Information providing
Staff training
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? 
Primary research method used 
Unstructured Interview
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 about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Vision impairment
Types of long term conditions 
Blindness or severe visual impairment
Deafness or severe hearing impairment
Learning disability

Details of people who shared their views

Number of people who shared their views 
Does the information include public's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
What was the main sentiment of the people who shared their views? 

Outcomes and impact

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.