Enter and view: Heath Hill Surgery, Bracknell Forest

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Summary of report content

Healthwatch Bracknell Forest conducted an announced Enter and View visit to Heath Hill Surgery on 26 November 2015. Using survey methods, the team spoke with 38 patients; 35 patients on the day of the visit and 3 patients completed an online survey. The survey asked patients about their experience with booking, waiting times, appointment time suitability and patient satisfaction. A further survey with the Practice Manager was conducted to find out about GP rotas, emergency appointments and how these are triaged and accessed and charging policy for letters/services. In addition to the surveys, the team also observed the environment and interactions between patients and staff. Alongside the visit, the Healthwatch Bracknell Forest team reviewed NHS Choices reviews for the surgery posted over the previous 6 months and the practice website. Overall, patients reported to be happy with the quality of the care and treatment they received and felt they had enough time in the consultation. The physical environment was considered by the team to be clean, tidy and generally accessible. There were some patient concerns about the lack of access and difficulty making routine and review appointments, although the emergency and triaging system is working well for patients. Some issues arose, such as the proximity of the reception desk to the waiting room and lack of background noise leading to some concerns about patient privacy. Waiting times were also raised as an issue; only 1 in 3 patients on the day of the visit were seen on time. The team considered the website useful and practical however patients did not seem to have a good awareness of it. Similarly, patients were not aware of the Surgery Patient Group and/or its purpose. Healthwatch Bracknell Forest made some recommendations to the GP practice. The team suggested that privacy in the waiting area should be resolved as a matter of urgency, the practice should consider the benefits of an electronic booking system and to better manage patient expectations about waiting times. In addition, they suggested an awareness campaign for the website and Surgery Patient Group would be beneficial. The service provider, Heath Hill Surgery, responded to the report and agreed with the recommendations stating that work to improve was ongoing.

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General details

Report title 
Enter and view: Heath Hill Surgery, Bracknell Forest
Local Healthwatch 
Healthwatch Bracknell Forest
Date of publication 
Monday, 4 April, 2016
Date evidence capture began 
Thursday, 26 November, 2015
Date evidence capture finished 
Thursday, 26 November, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5483

Methodology and approach

Primary research method used 
Survey
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 
38 patients
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
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
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.