Enter and view: Priory Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Priory Medical Centre on 20th April 2015. The surgery was clearly signposted from the main road. There is a car park for staff and visitors at the surgery, however, parking is tight and there are a limited number of spaces with only one disabled parking bay available. There were no concerns observed with the external building condition, while the internal decoration was clean and functional. The Healthwatch team found the surgery met all their observational criteria. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. When asked to rate the GP, Nurse and Reception staff at the surgery, the GP seemed to get the best ratings, however it seems the reception staff are improving. Punctuality of appointments seemed to be problematic sometimes, “Long waiting times. If running late this is communicated on arrival.” “Sometimes running late. Difficult if parking in a paid space.” “I believe that the practice is doing its best in inadequate premises for the 14,000 patients on its books.” The report recommends that the surgery widely communicate changes to the booking system and look into concerns raised by the patients in respect of the process. Particular consideration to be given to people who have difficulty accessing the telephone during the day. No response from the provider is included.

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General details

Report title 
Enter and view: Priory Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 11 May, 2015
Date evidence capture began 
Monday, 20 April, 2015
Date evidence capture finished 
Monday, 20 April, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of appointment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5260

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 
30
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
Does the information include other people's views? 
No
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
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.