Enter and view: Polesworth GP Surgery, Warwickshire

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Summary of report content

Healthwatch Warwickshire conducted an Enter and View on Polesworth Surgery, an NHS GP Practice with 12,000 patients on 15th May 2017. Healthwatch Warwickshire observed that: - the health centre was modern and well maintained - There was limited parking on-site; - there is no electronic check-in, waiting times were not displayed but staff let patients know if the delay will be long, - alternative formats for information were not provided because they have never been needed - there was no comments/complaints box, - facilities for people with disabilities are available (i.e. parking, toilets, hearing loop, ramp) - online booking not available. - the PPG would like to recruit a wider range of patients. Patients who provided responses to the questionnaire: - gave a mixed rating on the appointment booking system; - gave a mixed rating on the opening hours; - mostly rated access to the GP surgery as excellent or good; - all rated the cleanliness and hygiene as excellent or good; - mostly rated their GP as excellent or good, though comments were mixed; - mostly rated their nurse as excellent or good; - mostly rated the reception staff as excellent or good; - gave a mixed rating on the punctuality of appointments; - mostly rated involvement in decision-making as good; - gave a mixed rating on the overall quality of care, treatment and service. Additional comments were made with regard to problems with the appointment booking system. Recommendations were made with regard to: - looking into concerns raised by patients regarding the appointment booking system; - addressing concern raised about table with sharp edges which could be hazardous to small children; - using a consistent approach to communicate delays to appointments; - advertising the PPG more widely to recruit wider range of patients. The Surgery response noted that online bookings have been discussed at the PPG and that use is actively encouraged, the hazardous table has been moved around the corner and also stated that receptionists inform patients if GPs are running late.

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General details

Report title 
Enter and view: Polesworth GP Surgery, Warwickshire
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Thursday, 3 August, 2017
Date evidence capture began 
Monday, 15 May, 2017
Date evidence capture finished 
Monday, 15 May, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Communication between staff and patients
Health and safety
Public involvement
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? 
Not known
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
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? 
Not Known

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 
Diabetic medicine
Minor injuries unit
Respiratory medicine
Sexual health

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact
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.