Enter and view Kingshurst medical practice GP, Solihull

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Summary of report content

3 representatives visited Kingshurst Medical Practice due to intelligence received from the public and desktop research of local GP reviews on the NHS choices website. The Surgery’s Feedback to comments posted by patients were at times unsympathetic. During the visit, Representatives carried out observations, administered surveys with patients and talked with reception staff and the Practice Manager. 26 patients completed the survey. Key Findings: • Patients were very happy with the nurses and Healthcare Assistants, but slightly less happy with the doctors and reception staff. • Comments on Waiting times for appointments. • Waiting area and toilets found to be suitable and fit for purpose. • Consistency with the doctors • Repeat prescriptions easy to require • General surroundings of the surgery need upgrading • Perception of patients interviewed is that the Surgery has lost all patient care, quality for life and consideration for the people living in the local area. Recommendations and Follow–Up Actions: • Fitted hand-soap in the accessible toilet should be securely fixed to the wall. • Toilets to be kept well maintained and stocked with soap and toilet paper. • Reception area to be kept clear of any hazards. • Feedback forms to be regularly checked and kept stocked and accessible. • Online appointment booking service to actively explained and promoted to patients to increase usage which will reduce pressure on telephone booking system. • Patients to be asked which doctor they prefer to see and every effort should be made to ensure that they get an appointment with their preferred doctor. • Patients to be informed if appointments are running over in line with their own procedures. • Review process for checking responses left via the practice on NHS choices. This will allow the practice to remain impartial in their feedback and to use these comments as training prompts within the organisation.

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General details

Report title 
Enter and view Kingshurst medical practice GP, Solihull
Local Healthwatch 
Healthwatch Solihull
Date of publication 
Friday, 15 December, 2017
Date evidence capture began 
Friday, 15 December, 2017
Date evidence capture finished 
Friday, 15 December, 2017
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
Continuity of care
Digitalisation of services
Health and safety
Information providing
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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 about conditions and diseases

Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
Types of health and care professionals engaged 
Service manager
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.