Enter and View: Kington Surgery, Herefordshire

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Summary of report content

On 7 May 2016 Healthwatch Herefordshire completed an announced Enter and View visit to Kington Medical Practice. During the visit they spoke to 41 patients using a conversation based questionnaire. The questionnaire covered areas such as how the patient felt dignity was being respected in the practice, how they were engaged with by the staff, the environment, identify ideas for change and any examples of good working practices. Positive conclusions from the visit were that the surgery was felt to be spacious and modern. The atmosphere was welcoming and the environment comfortable, with clear signage, good disabled access and plentiful car parking for all. Staff were observed during the visit to be friendly and respectful. However, it was also identified that the reception area/counter did not afford privacy or confidentiality to patients queuing to speak to receptionists. There appeared to be no way of knowing how long waiting times are which confirmed the fact that many patients commented about difficulties booking an appointment with a named doctor. Online booking, translation services and availability of information in different formats did not appear to be advertised at the surgery. The electronic display did not seem to display locally relevant information. Some issues were identified with regards to communication. The report contains 10 recommendations covering suggested improvements to Access (appointments), Staffing, Communication and Joint working (helping patients to better navigate the system); Patient Engagement (suggestions box, expanding the Patient Participation Group (PPG), how to feedback confidentially); Information (digital) and Fabric (creating confidential/private areas and safe space for children to play). The report includes a detailed breakdown of the findings from the patient feedback and meeting with Practice Manager as well as a number of individual patient comments.

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General details

Report title 
Enter and View: Kington Surgery, Herefordshire
Local Healthwatch 
Healthwatch Herefordshire
Date of publication 
Thursday, 10 November, 2016
Date evidence capture began 
Saturday, 7 May, 2016
Date evidence capture finished 
Saturday, 7 May, 2016
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Information providing
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? 
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 
All people 18 and over
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? 
Types of health and care professionals engaged 
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? 
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.