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.