Summary of report contentHealthwatch Rochdale conducted an announced Enter and View visit to Healey Surgery, on 8 November 2017 , as part of a programme of work designed around key trends emerging through their intelligence centre. The Enter and View Authorised representatives interviewed the Practice Manager and 17 patients visiting the surgery about their experiences of accessing appointments, patient involvement and quality of care. A large majority of the patients spoken to were happy with the quality of their care with 73% reporting they felt listened to and that they received good information during their appointments. Patient interviews highlighted the difficulty they experienced in booking appointments, although none of the patients spoken to were aware of, or had been signposted to, the 7 day, out of hour access service. Very few patients were aware of the Patient Participation Group run by the practice. Healthwatch Rochdale made five recommendations which covered reviewing the membership and promotion of the Patient Participation Group; improving staff awareness and promotion of the 7 day Access Service; promotion of the online appointment booking service; a review of the cleaning matrix; and a sharing of good customer service practices observed during the visit. The Practice acknowledged all five recommendations and outlined the timeline for actions to be taken.
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Enter and view: Healey Surgery
Date of publication
Friday, 2 February, 2018
Date evidence capture began
Wednesday, 8 November, 2017
Date evidence capture finished
Wednesday, 8 November, 2017
Type of report
Enter and view
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Quality of appointment
Quality of care
Quality of treatment
Service delivery organisation and staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
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?
Primary care services
Number of people who shared their views
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?
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?
What type of impact was determined?
Tangible impact (not cost related)