Enter and view: Sina Health 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 Sina Health Centre on 24/03/2018. 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 clean and in very good condition. Patient ability of seeing a GP of their choice appears to be low. Unless a longer future appointment time is booked. Whilst the Extra GP Appointments poster/ information was displayed at the first entrance to the surgery patients were not aware of the availability and how to book. Some patients were not aware of Online appointment booking. After checking the surgery website evening appointments are noted in the information section separate from the stated surgery hours. Which may restrict patients finding the information and therefore restrict them booking those appointments. The recommendations to Identify and protect disabled parking bays and lowered pavement ramps by painting bays in a suitable location nearest access to the surgery on car park. Consider utilising the PPG group, members, to promote the ‘Out of hours GP services’ to waiting patients in the surgery. As well as PPG member(s) recruitment amongst waiting patients. Investigate opportunity to use text reminder for patient appointments with CCG (if funding available). Holding PPG meetings in the daytime may restrict people such as workers, parents etc. to attend. It would be worth considering holding meetings late afternoon or early evening to enable more readily access to a wide group of patients. Suggest incorporating surgery complaint contact details and process in surgery information so that patients may get lower level complaints resolved locally rather than escalation unless patients request escalation. Suggest a more visible complaints process displayed to patients possibly on TV screen or poster. Locate and identify evening opening/ appointments on surgery website so that patients can easily see them. Continue to promote Online Appointments as many patients were not aware of availability.

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General details

Report title 
Enter and view: Sina Health Centre
Local Healthwatch 
Healthwatch Walsall
Date of publication 
Saturday, 24 March, 2018
Date evidence capture began 
Saturday, 24 March, 2018
Date evidence capture finished 
Saturday, 24 March, 2018
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Communication between staff and patients
Health promotion
Health protection
Information providing
Public involvement
Quality of appointment
Quality of regulation
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Healthwatch reference number 
Rep-7318

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 
12
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? 
No
Is there evidence of impact external to the report? 
No

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.