Enter and view: Pear Tree Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Pear Tree Surgery on 12th October 2015. The surgery is in a purpose-built building from 1989 which was extended in 2006. It was in good condition externally and a reasonable condition internally although signs of wear and tear were starting to show. The surgery car park had one disabled space, however there was a free council car park nearby. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. A private room was provided if patient needs to talk in privacy at reception. The system to call the patients was a combination of intercom and collection from waiting room, but there was no electronic system of informing patient of any delays in appointments. An electronic alert on the patients’ record would inform the staff if they have hearing problems, information in other formats would be sourced if requested. The PPG was advertised in the waiting area and there was a Friends and Family Test box available in the foyer. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Seven out of the 46 respondents found the appointment system to be poor, “Telephone keeps you hanging on and then the call finishes.” 45 rated the GP at the surgery as good while only 21 rated the punctuality of the appointments as good. 43 respondents felt that surgery was good at involving them with decision about their care, and 44 found the surgery to be good for overall quality, care, treatment and service. The Healthwatch team provided three recommendations. • The Surgery look into the concerns raised by the patients in respect of the appointment booking system, including the telephone hold system. • The Surgery provide a comments box for patients in addition to the Friends and Family test. • The Surgery to renew disabled parking bay demarcations to ensure that it is clearly visible. There was no response from the surgery.

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General details

Report title 
Enter and view: Pear Tree Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 5 January, 2015
Date evidence capture began 
Monday, 12 October, 2015
Date evidence capture finished 
Monday, 12 October, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Health and safety
Information providing
Quality of appointment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.