Enter and view: Hazelwood Group

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Hazlewood Group Practice on 27th April 2015. The external of the building was in good condition with the entrance showing some signs of wear and tear. The interior is clean with some paintwork requiring attention and the furniture in waiting area may need updating due to some seating being damaged. The Healthwatch team found the surgery didn’t meet several of their observational criteria. There was not much privacy at reception for the patients, however patients were offered to speak in a private room if they wanted. The furniture in the meeting room was considered a hazard for children. The surgery also didn’t advertise translation services on the premise that it’s not asked for. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 13 out of the 58 respondents found the appointment booking system to be poor, “Phoned for half an hour, that’s normal. Need appointment for children offered 4 weeks in advance.” Everyone but one person rated the cleanliness of the surgery as ‘Good’. One patient said, “Time slot concerns - have been told “Your time is up, you will have to come back next week”. The report made two recommendations; that the surgery work in conjunction with the Patient Participation Group to look into concerns raised by the patients in respect of the appointment booking process, and that the surgery proactively inform patients on the day of any delays which may impact their appointment.

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General details

Report title 
Enter and view: Hazelwood Group
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 8 June, 2015
Date evidence capture began 
Monday, 27 April, 2015
Date evidence capture finished 
Monday, 27 April, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of appointment
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? 
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 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.