Enter and view: Queens Road GP Surgery, Warwickshire

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Summary of report content

Healthwatch Warwickshire conducted an Enter and View on Queens Road Surgery, an NHS GP Practice with 2,806 patients on 27th March 2017. Observation by the Enter and View representatives reported that: - the building was in good condition, no parking on-site - only one 'negative' observation noted - no electronic check-in Patients who provided responses to the questionnaire: - mostly gave an excellent or good rating on the appointment booking system; - all rated the opening hours as excellent or good; - almost all rated access to the GP surgery as excellent or good, one commented that there was no parking; - all rated the cleanliness and hygiene as excellent or good; - almost all rated their GP as excellent or good; - almost all rated their nurse as excellent or good; - mostly rated the reception staff as excellent or good; - mostly rated the punctuality of appointments positively; - almost all rated involvement in decision-making as excellent or good; - all rated the overall quality of care, treatment and service as excellent or good. Recommendations were made with regard to: - widening communications of changes to the appointment booking system; - sharing best practice with other surgeries regarding their use of a triage system which has reduced the need for appointments and Did Not Attends (DNAs); - considering installing a chair in the waiting room for people with mobility issues. The Practice Manager welcomed Healthwatch's visit and commented that their ideas would be implemented.

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General details

Report title 
Enter and view: Queens Road GP Surgery, Warwickshire
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Tuesday, 1 August, 2017
Date evidence capture began 
Monday, 27 March, 2017
Date evidence capture finished 
Monday, 27 March, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Quality of staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Other information of note about this report 
Good Practice
Healthwatch reference number 
Rep-1183

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
N/A
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? 
Not Known

Details of health and care services included in the report

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

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
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

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.