Enter and view: Mendip Vale Medical St-Georges-Surgery, North Somercote

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Summary of report content

St. Georges Surgery is part of the group of five GP practices that make up Mendip Vale Medical Practice. Situated in a semi-rural area of North Somerset, Mendip Vale Medical Practice has approximately 26,000 patients who all have access to any of the five Practice surgeries. 3 enter and view representatives engaged with 1 patient and 1 member of staff plus observations made by the volunteers on the day, background research and website. There was a meeting with the Practice Manager prior to the visit. Observations were recorded on an agreed pro forma. Findings: • Surgery building was in a good condition externally and is a new purpose-built surgery which opened in June 2012. • Easy access and good signage • Surgery information is incorporated within the website for the federation of 5 practices and was user friendly and accessible via a computer or other devices. Recommendations: • Provision of chairs with arms and high backs in the waiting area to help patients with mobility problems • Place the Hearing Loop system notice in a more visible position • Provide details of waiting times in an easily visible position • Consider a Carer’s Board with information specifically for Carers • A ‘You said, We did’ board for patients to understand that the surgery is listening to the patients’ voice • Accessibility to information in different formats • Height of Coat hooks in consulting rooms and patient areas to be addressed • Consideration of becoming dementia friendly; clock in the waiting room being dementia friendly, change colour toilet seat and entrance flooring to avoid confusion. Report includes response from the Practice and covers aspects of issues raised by the visit such as automated door, music license, coat hooks, hearing loop system, carer’s board, appointment booking, toys in waiting area, communicating with patients and dementia awareness.

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General details

Report title 
Enter and view: Mendip Vale Medical St-Georges-Surgery, North Somercote
Local Healthwatch 
Healthwatch North Somerset
Date of publication 
Tuesday, 12 December, 2017
Date evidence capture began 
Monday, 4 December, 2017
Date evidence capture finished 
Monday, 4 December, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Admission
Booking appointments
Building and facilities
Cancellation
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Decor
Digitalisation of services
Health and safety
Information providing
Medication
Other
Patient records
Prescription
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Referrals
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Support
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
Safeguarding
Good Practice
Healthwatch reference number 
Rep-6298

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
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
Secondary care services 
Appointments
Social care services 
Assessment
Community services 
Continuing care

Details about conditions and diseases

Types of long term conditions 
Not known

Details of people who shared their views

Number of people who shared their views 
1
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
No
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 
Service manager
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? 
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.