Enter and view: Manor Court Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Manor Court Surgery on 24th September 2015. The surgery was housed in the old Manor Hospital building and shared the site with an acute Mental Health Unit, and Elderly and Mentally Inform Unit, and other mental health departments. The site was also a District Nurse base. It was clean and tidy from inside and the car park had 4 disabled spaces. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. It didn’t have an electronic check in system and the calling system consisted of numbers given on colour coded cards to patients. Each doctor representing a different colour. Lights would flash for next patient. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Out of the 60 responses received, 10 found the appointment booking system to be poor, “trying to get in is difficult – I had to phone for 3 days to get an appointment.” 4 patients found the punctuality of appointments to be poor, “Wait for a GP but not for a nurse.” 49 out of the 60 rated the overall quality, care, treatment and service from the surgery as good. The report makes a few recommendations: • The Surgery look into the concerns raised by the patients in respect of the appointment booking system. • Informing patients on the day of any delays which may impact their appointment. • Surgery to ensure that all staff are familiar with the complaints procedure should they be asked. The surgery responded with an acknowledgement and thanks.

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General details

Report title 
Enter and view: Manor Court Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 2 November, 2015
Date evidence capture began 
Tuesday, 24 September, 2019
Date evidence capture finished 
Tuesday, 24 September, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
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 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.