Enter and view: Lapworth Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Lapworth Surgery on 1st June 2015. No concerns were observed with the external building condition of the surgery and the internal decoration was found to be good. The Healthwatch team found the surgery met most their observational criteria, except in a few areas. The electronic check in was not working on the day or the visit and the surgery lacked privacy at reception for patients. There was no call system so GPs would come out to call their patients. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 34 out of the 35 respondents found the surgery appointment booking system to be good, “The surgery will always accommodate an urgent need to be seen”. However, 10 out of the 35 found the punctuality of appointments to be average, “It can vary a little bit but generally we are seen within 10-15 minutes.” Overall the responses were quite positive for the surgery. “I have been with this practise for many years and with the previous GPs. My family and I have always had excellent service and the GPs know your background, history etc. and are aware of any family circumstances that may affect ones physical/mental state.” There are more comments included in the report. The report makes one recommendation about informing patients on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception. No response has been

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General details

Report title 
Enter and view: Lapworth Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Tuesday, 30 June, 2015
Date evidence capture began 
Monday, 1 June, 2015
Date evidence capture finished 
Monday, 1 June, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Decor
Quality of appointment
Support
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5303

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 
35
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? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.