Enter and view: Rugwick Medical Centre

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Summary of report content

Healthwatch West Sussex conducted an announced Enter and View of the GP Practice at Rugwick Medical Centre on 9th August 2017. This was part of Healthwatch West Sussex Enter and View schedule and to support the practice to improve its Care Quality Commission rating. Observation and discussions with patients at the morning surgery reported that: most people spoken to were very satisfied with the services offered at the practice: the telephone was answered fairly quickly and patients are able to get a same day appointment for urgent needs, and a routine appointment within 3 days on average. Patients spoke of the difficulty in getting to see the one female doctor, as she only works on a Tuesday and Friday.Two patients raised concern about one particular doctor’s approach, due to a lack of empathy and interest in their health issues. Parking can be a problem at times. Recommendations: The practice invests in ‘raisers’, for a few chairs, to support patients who need the extra height to sit comfortably Management team reflect on the feedback from patients, to see: how individual doctor can be supported to increase patients’ satisfaction whether there is a way of increasing access to female doctors. Monitor who is using the car park and consider the signage in the car park to see if this can be improved. Involve patients, particularly those with mobility issues, in any discussions or improvement to the car park area.

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General details

Report title 
Enter and view: Rugwick Medical Centre
Local Healthwatch 
Healthwatch West Sussex
Date of publication 
Wednesday, 9 August, 2017
Date evidence capture began 
Wednesday, 9 August, 2017
Date evidence capture finished 
Wednesday, 9 August, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Staff attitudes
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? 
What type of organisation requested the work 
Primary research method used 
User stories
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
Not known
Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 

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? 
Not known
Does the information include staff's views? 
Does the information include other people's 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

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.