Summary of report contentHealthwatch 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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Enter and view: Henley in Arden
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
Car parking access
Cleanliness hygiene and infection control
Waiting time to be seen once arrived at appointment
Healthwatch reference number
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?
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?
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?
Is there evidence of impact external to the report?
What type of impact was determined?
Tangible Impact (cost related)