Enter and view: Rugwick Medical Centre, West Sussex

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Summary of report content

Purpose of the visits: Healthwatch West Sussex have a schedule of visits to GP and hospitals across the County. Following the Care Quality Commission’s (CQC) inspection and report an offer of support was extended to this practice. The purpose of this visiting programme is to: • Speak to patients and their families to gain insight into their experiences • Make general lay observations of staff and patient interactions, the care environment and how health and care is being provided locally. HW WS spoke to people in the surgery’s waiting room and 15 personal accounts were captured during the morning surgery. Most people spoken to were very satisfied with the services offered at this practice. There were two exceptions, with these patients not having confidence in one particular doctor’s approach, due to a lack of empathy and interest in their health issues. The surgery telephone is 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 who only works on a Friday. A list of recommendations was made to the practice and a response from the surgery saying the feedback is very useful is included.

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General details

Report title 
Enter and view: Rugwick Medical Centre, West Sussex
Local Healthwatch 
Healthwatch West Sussex
Date of publication 
Tuesday, 8 August, 2017
Date evidence capture began 
Tuesday, 8 August, 2017
Date evidence capture finished 
Tuesday, 8 August, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Car parking access
Cleanliness hygiene and infection control
Decor
Medication
Staff attitudes
Support
Waiting time to be seen once arrived at appointment
Other information of note about this report 
Safeguarding
Healthwatch reference number 
Rep-6566

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
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
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
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? 
Not known
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? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

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.