Enter and View: The Hawthorns Medical Centre

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Summary of report content

Healthwatch Sandwell undertook an Enter and View visit to the Hawthorns Medical Centre in September and October 2019.  They spoke to 31 patients and the practice manager.

Findings

  • The waiting room was clean, tidy and well maintained and had a variety of promotional and advertising material on noticeboards.
  • Patients were having to wait for attention to be checked in or to drop off and pick up repeat prescriptions
  • Most of the patients spoken to had been registered at the practice for over 20 years
  • 55% said it was easy or very easy to get an appointment and 42% said they could get appointments when needed.
  • 71% said that the phone was the only way to make an appointment
  • 32% said that they would go to the walk-in centre if they couldn’t get an appointment and 23% said that they would phone the next day
  • 58% said they were happy with the service they received from the surgery. 
  • 80% of patients were able to get a medication review when required
  • 71% said that they wanted to see improvements in the practice, including better access to appointments, waiting time for appointments and improved attitude of staff to patients
  • Only 3% knew that there was a Patient Participation Group at the surgery
  • 58% said they didn’t know how to complain
  • 39% said they would recommend the surgery to family or friends

Recommendations

  • The online booking system be better promoted and how to book online be fully explained to patients in a simple and effective way, taking into consideration the diversity of languages. Also make sure patients are made aware of all the ways they can make an appointment.
  • A bell or device that can be put in place to help patients gain the attention of reception when they are working in the back of reception.
  • Patients are made aware of ‘controlled access’ to surgery and as they may think the surgery is closed.
  •  Further promotion of Patient Participation Group with the full meaning of group notice board, instead of PPG.
  • Advertising, information and publicity posters and leaflets to be reviewed and to ensure the information is current.
  • The surgery to continue to encourage patient feedback, whether positive or negative and to share with staff at the surgery. Actions taken in relation to feedback are also communicated back to patients.

There is a response from the provider in the report.

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General details

Report title 
Enter and View: The Hawthorns Medical Centre
Local Healthwatch 
Healthwatch Sandwell
Date of publication 
Wednesday, 8 January, 2020
Date evidence capture began 
Friday, 20 September, 2019
Date evidence capture finished 
Wednesday, 9 October, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Information providing
Prescription
Quality of appointment
Quality of staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5110

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 
32
Age group 
All
Gender 
All
Ethnicity 
Mixed / multiple ethnic groups
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
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? 
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? 
Not known
What type of impact was determined? 
Tangible impact (not cost related)

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.