Enter and view: Laurel House Surgery

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Summary of report content

Healthwatch Staffordshire conducted an Enter and View visit to Laurel House Surgery in March 2020. Feedback was collected from 20 patients and 1 member of staff.

The report found that the surgery is accessible and well maintained. There were no electronic calling systems as Doctors came to the waiting rooms to collect patients, this helped when patients had sight and hearing impairments. There was some information about the Patient Participation Group (PPG) although this was not prominently displayed. Adjustments for patients are made in a timely and sensitive manner. Patients who do not attend appointments are not sanctioned. 

A number of recommendations were made, including increasing mental health support information; introducing exterior signage for disable access; and ensure all staff are trained in Care Navigation.

The service provided a response to these recommendations. 

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General details

Report title 
Enter and view: Laurel House Surgery
Local Healthwatch 
Healthwatch Staffordshire
Date of publication 
Thursday, 21 May, 2020
Date evidence capture began 
Wednesday, 4 March, 2020
Date evidence capture finished 
Wednesday, 4 March, 2020
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Holistic support
Information providing
Public involvement
Quality of staffing
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
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? 
Not Known

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? 
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? 
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.