Enter and view: Little London Surgery

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Summary of report content

Healthatch Walsall conducted an Enter and View in November 2018 of a local GP surgery, Little London Surgery. Twelve patients gave their feedback using questionnaires and two staff members were interviewed. The Enter and View representatives made the following observations: home visits were available but triaged by the doctor and online GP services were on offer. There is also a Patient Participation Group (PPG) which meet quarterly and utilisation of interpreters. The environment is clean and in good condition. Patients reported that there is not enough parking for the surgery. There was mixed feedback about getting an appointment. The majority of patients gave negative feedback about how long they had to wait for an appointment and also regarding the phone service. All patients reported that they had not used the online booking system to get an appointment. The doctors, nurses and receptionists all received positive feedback from patients. The patients were not aware of the PPG nor about the complaints procedure. Recommendations were suggested by the Enter and View representatives. These included: Consider holding PPG meetings in an evening to allow access/ attendance by workforce patients and parents; Consider PPG members doing in house PPG promotion of PPG to waiting patients in surgery. Or promote the Online services that patients can access including appointments; Promote PPG and other information such as how to access ‘online appointments’ via TV display in surgery to be viewed by waiting patients; Include PPG information and how to join PPG in practice leaflet; Clearly display to patients, available (if still available) surgery extended hours; Tuesdays 18.30 – 20.00 as stated in practice leaflet; and Display a surgery complaints process to patients in the surgery and identify clearly the ‘complaints co-ordinator.' The service provider responded to the report and implied changes to the surgery based on the recommendations.

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General details

Report title 
Enter and view: Little London Surgery
Local Healthwatch 
Healthwatch Walsall
Date of publication 
Thursday, 24 January, 2019
Date evidence capture began 
Monday, 26 November, 2018
Date evidence capture finished 
Monday, 26 November, 2018
Type of report 
Enter and view
Key themes 
Administration
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 
Rep-4402

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
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 
14
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Care / support workers
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
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.