Enter and view: Old Fletton GP Practice

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Summary of report content

This is an enter and view report published by Healthwatch Cambridge and Peterbrough, it was published 7 February, 2018. Summary of recommendations: Reception/waiting area: 1.The call booking system seems to divide opinion, but somepeople did tell us they experienced difficulties gettingthrough on the telephone to make an appointment. It wouldbe helpful for the practice to comment on any improvementsthey are considering, to address this issue. 2.Some promotion of the OOH service may be appropriate. 3.Punctuality regarding appointments is raised as an issue,comment on this from the practice would be useful. 4.GPs are well regarded – seeing the same GP is highlightedand is likely to reflect this positive view. Although somenegative comments were made, continuity of care wassighted here. 5.Cleanliness is to be applauded. 6.Nurses are viewed very positively again they are to beapplauded. 7.Reception staff are recorded as being helpful and friendly.8.The overall quality, care, treatment and service from thesurgery is mostly rated good by those surveyed. Accessible Information standard The interviews would suggest that there is a good leadershipand a good level of understanding from staff on this issue. The practice is working toward providing patients with asensory and learning disability who have Accessible Information requirements, with the support they require. However, some areas could do with tightening up, including: 1. The promotion of this service to patients, their next of kin and family members. 2. Asking new and existing patients, their next of kin and family members about accessibility requirements in amore formal manner. 3. Recording both ‘disability’ and ‘need’ at appropriate points in the system Reception/waiting area: 1.Repairs to roof to prevent future damage. 2.Consider introduction of ‘footprints’ on the floor for the reception area and supporting signage to provide guidanceon distance for waiting patients (which would ensurepatients are given the appropriate privacy). 3.Consider introducing signage to explain thatpatients/carers/family can receive accessible informationand communication support and promote these services inthe practice and on the website. 4.Introduce visual/audible call system? 5.Consider child friendly facilities. 6.Introduce photos/names/role of all staff.

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General details

Report title 
Enter and view: Old Fletton GP Practice
Local Healthwatch 
Healthwatch Cambridgeshire
Date of publication 
Monday, 5 February, 2018
Date evidence capture began 
Thursday, 29 June, 2017
Date evidence capture finished 
Thursday, 29 June, 2017
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Healthwatch reference number 
Rep-5849

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
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 
-
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
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? 
No
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? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

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.