Enter and view: Highley Medical Centre

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Summary of report content

Healthwatch Shropshire conducted an announced Enter and View visit to Highley Medical Centre in January 2020. They spoke to two patients during the visit.

The report found that the surgery offered cramped accommodation internally and that there was inadequate car parking externally. Patients had mixed views about how easy it was to book an appointment. The practice website provides patients with a great deal of information.

Healthwatch Shropshire made a number of recommendations relating to updating the website; reviewing information displayed in the waiting area; and extending online booking to other health professionals other than GPs.

The service provider responded well to the recommendations.


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General details

Report title 
Enter and view: Highley Medical Centre
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Thursday, 23 July, 2020
Date evidence capture began 
Thursday, 23 January, 2020
Date evidence capture finished 
Thursday, 23 January, 2020
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Digitalisation of services
Information providing
Quality of appointment
Service delivery organisation and staffing
Staff training
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

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? 

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 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
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? 

Outcomes and impact

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? 
Implied Impact

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.