Enter and view: Old Mill Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to the Old Mill GP Surgery , on the 25 of February. They found the surgery clearly signposted and visible from the main road. It was redecorated to a good standard with no concerns observed with the external building condition. The healthwatch team found the surgery to meet all their observational criteria except there was no electronic board advising patients to ask receptionist if privacy is required, and the names/photographs of GPs and staff at the surgery was not displayed. The questionnaire asked about appointments, access , parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 61 out of the 63 respondents found the cleanliness/hygiene to be Good, while responses about the Reception staff were mixed; “Some are good, some are not, depends on who’s on. Think they’re doctors”, “Depends who you get”, “Excellent, very good, very obliging in person and on phone”. One patient commented “Only problem is trying to get through on the phones to book an appointment, phones are very busy. Mornings are very bad and afternoons are getting bad also”, while another said, “Very pleased with the practice as a whole over the years”. The report makes the following two recommendations: - The surgery look into the concerns raised by the patients in respect of the appointment booking system. One solution to this could be maximising the use of online appointment booking to reduce the amount of telephone traffic. - The surgery provide the Patient Participation Group (PPG) with a notice board so that patients are aware of the role of the PPG and minutes of meetings, results of surveys etc. are available within the surgery. There was no response included from the surgery.

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General details

Report title 
Enter and view: Old Mill Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Wednesday, 25 February, 2015
Date evidence capture began 
Wednesday, 25 February, 2015
Date evidence capture finished 
Wednesday, 25 February, 2015
Type of report 
Enter and view
Key themes 
Access
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Quality of appointment
Quality of staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5203

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 
63
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No

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.