Enter and view: Rushall Medical Centre

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Summary of report content

Healthwatch Walsall gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Walsall to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Walsall visited Rushall Medical Centre Carried on 22/08/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed the infrastructure and facilities as provided are good and maintained as clean. Patient ability of seeing a GP of their choice appears to be low. Whilst the Extra GP Appointments poster/ information was displayed near the reception area, it was photocopied to a very small size in black and white. It was difficult to read and therefore may restrict a patient from clearly being aware of these appointments. Some patients commented that the change of the orientation of chairs in the main waiting room is not as good as before. The current seating plan does make use of the ‘Patient Information Point’ (though it was not working at time of visit) and faces away from the reception desk offering some privacy to patients at the reception desk. The recommendations within the report state to consider utilising the PPG group, members, to promote the ‘Out of hours GP services’ to waiting patients in the surgery. Continue to promote Online Appointments as many patients were not aware of availability. Carer(s) checks pro-actively planned and carried out. Retain/ display a current Employers/ Public Liability Certificate (The Practice since forwarded current certificate). If the ‘Patient Information Point’ display system, issue can be resolved this may be an ideal display point for: PPG awareness and recruitment, out of hours appointments information, changes to practice services, promotion of seasonal treatment such as flu vaccinations etc. Display a larger more prominent poster for ‘Extra GP Appointments’. Display prominently opening times and appointment times available. Display prominently the complaints process in the surgery waiting areas.

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General details

Report title 
Enter and view: Rushall Medical Centre
Local Healthwatch 
Healthwatch Walsall
Date of publication 
Wednesday, 22 August, 2018
Date evidence capture began 
Wednesday, 22 August, 2018
Date evidence capture finished 
Wednesday, 22 August, 2018
Type of report 
Enter and view
Key themes 
Administration
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Engagement
Health promotion
Information providing
Public involvement
Quality of care
Quality of catering
Quality of staffing
Quality of treatment
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-7317

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
Structured interview
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 
10
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? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
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

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.