Enter and view: Moredon Medical Centre Swindon

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Summary of report content

This was an unannounced Enter and View visit to Moredon Medical Centre/GP surgery and to the IMH telephone contact centre/hub. We did, however, advise the IMH General Manager one hour before the visit. He had previously invited us to undertake the visit on a date of our choosing. We did not visit the Medvivo SUCCESS Clinic or other services based in the building. Patients we spoke to had had a varied but often a very difficult and unsatisfactory experience to arrange an appointment using the IMH telephone hub.  Staff in the hub were under considerable pressure and the wait times for many callers during our visit were excessively long.  On the day and at the time of our visit the queueing arrangements to check-in for an appointment for the GP surgery were often unsatisfactory. This was exacerbated because the self check-in screen was out of action.  Some patients we spoke to had no complaints about arrangements for the children’s clinic or to see a nurse for a pre-arranged appointment.  Some patients had comments about the availability of medication, the preparation of prescriptions and the performance of some pharmacies.

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General details

Report title 
Enter and view: Moredon Medical Centre Swindon
Local Healthwatch 
Healthwatch Swindon
Date of publication 
Monday, 28 January, 2019
Date evidence capture began 
Monday, 28 January, 2019
Date evidence capture finished 
Monday, 28 January, 2019
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Complaints procedure
Decor
Digitalisation of services
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 
REP-4430

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
Primary research method used 
Engagement event
Observation
How was the information collected? 
Engagement Event
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Unannounced

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Receptionists
Service manager
Does the information include other people's views? 
Yes
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? 
No
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Yes
What type of impact was determined? 
Tangible Impact (cost related)

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.