Enter and view: Healey Surgery

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Summary of report content

Healthwatch 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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General details

Report title 
Enter and view: Healey Surgery
Local Healthwatch 
Healthwatch Rochdale
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
Key themes 
Access
Administration
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Engagement
Health and safety
Health promotion
Health protection
Information providing
Public involvement
Quality of appointment
Quality of care
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff training
Healthwatch reference number 
Rep-6730

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Structured interview
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 
18
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
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
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.