Enter and view: Portishead Medical Group

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Summary of report content

Healthwatch North Somerset conducted an Enter and View visit at Portishead Medical Group in January 2018 to ascertain the experience and opinions of local patients. The surgery was selected as part of this local Healthwatch’s series of Enter and View visits to GP Practices in North Somerset. An Enter and View representative observed interaction between staff and patients, the condition of the premises and provision of information including the website. The Representative also spoke with the Practice Manager and made a call out of hours to note the recorded information given to patients. The manager was asked about any changes they have made as a result of patient feedback, any changes planned to make to improve access to services and to share their examples of good practice within primary care. Observations of the premises included accessibility, provision of information including complaints procedure, décor, signage and layout. The report makes six recommendation, which include providing water for patients, replacing worn-out seating and considering ways to make the booking-in at reception more private. The provider did not respond to the report or its recommendations.

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General details

Report title 
Enter and view: Portishead Medical Group
Local Healthwatch 
Healthwatch North Somerset
Date evidence capture began 
Tuesday, 9 January, 2018
Date evidence capture finished 
Tuesday, 9 January, 2018
Type of report 
Enter and view
Key themes 
Access
Admission
Booking appointments
Building and facilities
Complaints procedure
Decor
Quality of appointment
Quality of care
Staff attitudes
Waiting time to be seen once arrived at appointment
Other information of note about this report 
Good Practice
Healthwatch reference number 
Rep-6143

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
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 
15
Age group 
Not known
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? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
What was the main sentiment of the people who shared their views? 
Mixed

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

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.