Enter and view: Rother House Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Rother House Medical Centre 26th October 2015. The surgery is in a well sign posted, extended purpose built building sharing a site with a pharmacy and a clinic. The internal is clean, functional and light. There is a pay and display car park for patients with two disabled parking spaces, bike parking and a drop off point. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. A notice on the wall informed patients that they can have some privacy at reception if they needed. There was a combination of a tannoy system and collection of patients by staff from waiting room. Translators can be booked upon request and name of the GPs and staff were displayed in entrance area of the surgery. The Patient Participation Group was not advertised very well. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Out of the 37 patients interviewed 23 found the appointment system to be good while 3 found it to be poor, “You have to wait until the morning of the appointment to book and then to get an appointment is difficult. Online booking is also difficult if you want a specific GP. You also have to wait 2-3 weeks.” A few patients commented they would like the surgery to be open on weekends but otherwise 34 found the opening hours to be good. 34 out of 37 said they found the GP to be good and the Nurse and the reception staff also received good rating. Only 17 found the punctuality of the appointments to be good, “They don’t communicate if they are running late.” Healthwatch made five recommendations base on the feedback received from the patients: • The Surgery look into the concerns raised by the patients in respect of the appointment booking system. • Informing patients on the day of any delays which may impact their appointment. • The Surgery better communicate options around ordering repeat prescriptions and support those who are struggling to use the telephone system to find a more suitable alternative if necessary. • The PPG be given their own notice board in the waiting room so that patients are aware of the role of the PPG and have opportunity to review documents such as the minutes of meetings and results of surveys. • The Surgery advertise the availability of weekend and evening ‘Commuter Clinics’ in the waiting room so that more patients are aware of this service. The surgery responded saying they are working on improving communication with patients by recruiting and training more staff and implementing other systems. Some new systems have been started to make it easier for patients to book and cancel appointments online and consequently reduce telephone traffic. There were further comments on the car park, advertising the PPG, the doors being open and availability of appointments.

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General details

Report title 
Enter and view: Rother House Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 7 December, 2015
Date evidence capture began 
Monday, 26 October, 2015
Date evidence capture finished 
Monday, 26 October, 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
Complaints procedure
Decor
Health and safety
Information providing
Interpreters
Quality of appointment
Quality of staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5355

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
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 
37
Age group 
All
Gender 
All
Ethnicity 
All
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? 
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? 
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
Tangible Impact (cost related)
Tangible impact (not 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.