Enter and view: Norton Medical Centre

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Summary of report content

Healthwatch Stockton-on-Tees carried out an Enter and View visit to Norton Medical Centre, to gather patient and staff feedback about the service and identify any recommendations that could be made to improve patient experience. This visit was carried out as Healthwatch Stockton-on-Tees had received a number of complaints about this service, based on the themes of: staff attitude, difficulty getting an appointment via telephone, and misdiagnosis. The team utilised a questionnaire to gather feedback from patients, family members, carers and staff.

During the Enter and View visit, Healthwatch Stockton-on-Tees received an overwhelming amount of positive feedback about Norton Medical Centre. Patients gave lots of praise and positive feedback about all the staff at the practice including reception and medical staff. Patients also felt that the practice was in a good location and easily accessible. The main issues faced by patients were the long queues at reception during times when the phlebotomy clinic was open and difficulty getting through on the phones during busy periods. Patients also reported that it was sometimes difficult to get an appointment, especially for patients who work full time.

Healthwatch Stockton-on-Tees identified that 58% of patients who gave their feedback did not use any online services either because they weren’t aware of them being available or could not access them. 82% of patients were unaware of the Norton Medical Practice’s Patient Participation Group (PPG) and 93% did not know what the role of the PPG was.

Staff feedback was very positive with the majority of reception staff giving feedback about how much they enjoyed their jobs and felt they were part of a team also referred to as ‘one big family’. Overall, 78% of patients rated Norton Medical Centre as ‘Excellent’ or ‘Good’.

Based on these findings, Healthwatch Stockton-on-Tees made six recommendations on: promotion of the PPG and online services; improving the appointment booking system; use of the self check-in screen and sufficient staff to cover busy reception periods; providing more toys in the children's play area; and ensuring privacy in the phlebotomy clinic.

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General details

Report title 
Enter and view: Norton Medical Centre
Local Healthwatch 
Healthwatch Stockton-on-tees
Date of publication 
Wednesday, 12 February, 2020
Date evidence capture began 
Tuesday, 27 August, 2019
Date evidence capture finished 
Tuesday, 27 August, 2019
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Communication between staff and patients
Continuity of care
Diagnosis
Engagement
Information providing
Prescription
Public involvement
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5193

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
Survey
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 
99
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 carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Receptionists
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? 
No
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.