Enter and view: Henley in Arden

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Henley in Arden Medical Centre on 20th October 2015. The surgery is in a purpose-built one storey building opened in 1990 in good condition, with a public car park next to it. The inside is dated but clean and tidy. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. It did not have an electronic check in system, and the call system wasn’t working properly. There were some patients’ folders with useful information to read through including about the PPG for the surgery. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Seven out of the 59 respondents found the appointment booking system to be poor, “Lucky to get through on the phone. You have to keep ringing”. The responses about the GP and other staff were mixed with one person commenting on the reception staff “Depends which one. One decided on the phone that I didn’t need an appointment and I ended up going to hospital.” 6 people found the punctuality at the surgery to be a problem. A few recommendations for some possible improvement included: • The Surgery look into the concerns raised by the patients in respect of the appointment booking system. • The Surgery address the problem with the appointment call system to ensure that it is consistently audible in the waiting room. • Informing patients on the day of any delays which may impact their appointment. The surgery provided a detailed response about the points raised that had been acknowledged and acted upon.

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General details

Report title 
Enter and view: Henley in Arden
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Wednesday, 4 December, 2019
Date evidence capture began 
Tuesday, 20 October, 2015
Date evidence capture finished 
Tuesday, 20 October, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Car parking access
Cleanliness hygiene and infection control
Decor
Interpreters
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5347

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 
59
Age group 
All
Gender 
All
Ethnicity 
All
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? 
No
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? 
No
What type of impact was determined? 
Implied Impact
Tangible Impact (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.