Enter and view: Shifnal and Priorslee Medical Practice Shifnal Surgery

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Summary of report content

Healthwatch Shropshire undertook an enter and view visit to Shifnal Surgery at Shifnal and Priorslee Medical Practice on 4 December 2019. This was part of a programme of visits to local GP surgeries to check whether patients were aware of extended access appointments in response to feedback received.   They spoke to 3 members of staff, a representative of the Patient Participation Group (PPG) and 14 patients.

Findings

  • All the patients spoken to were happy with the care provided by the staff.
  • There appeared to be no information on the outside or inside of the building telling people about extended access appointments. Most people found it hard to get an appointment.
  • Most people said it is hard to get through to the surgery on the telephone. Most people give up if they can’t get through on the phone and try again the next day at 8.00 a.m.
  • Most people think you can only get an appointment by ringing at 8.00 a.m. for a same day appointment. Most people told us they wait 20-30 minutes on hold on the phone.
  • 3 people were happy using the website and on-line appointment booking system.
  • The Manager has reviewed and is trialling improvements to the telephone system and has increased the number of appointments available.
  • Most people were unaware of extended access appointments.
  • The website has been redesigned and it includes some information on extended access appointments.
  • The PPG has limited involvement with the surgery.

Recommendations

There were 7 recommendations about improving information on different ways of booking appointments including extended access and improving telephone answering.

There is a detailed response from the provider outlining the action they are intending to take to address some of the points raised by Healthwatch Shropshire.

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General details

Report title 
Enter and view: Shifnal and Priorslee Medical Practice Shifnal Surgery
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Tuesday, 11 February, 2020
Date evidence capture began 
Wednesday, 4 December, 2019
Date evidence capture finished 
Wednesday, 4 December, 2019
Type of report 
Enter and view
Key themes 
Administration
Booking appointments
Digitalisation of services
Service delivery organisation and staffing
Staff levels
Healthwatch reference number 
Rep-5180

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
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? 
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 
18
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 
Administrative
Receptionists
Service manager
Does the information include other people's views? 
Yes
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? 
Not known
What type of impact was determined? 
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.