Enter and view: Spring Hill medical centre Ardley

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Summary of report content

Healthwatch Warwickshire conducted an enter and view visit on Spring Hill medical centre GP surgery in Ardley on the 13th February 2017. The surgery has 4 GPs + 1 registrar and 3 practice nurses and serves 10200 patients. Observations from the visit mention that the surgery is a new build (2012) and conforms to current accessibility legislation with bright and clean decoration and furniture and fittings are in good condition. Also noted is that the surgery has an extensive car park with free parking, there are disabled bays and on-street parking nearby. 36 people completed a questionnaire giving their views and rating areas as either poor, average, good or excellent. Comments from patients included: “It’s hard to get in for an appointment and see who you want to see.” “I have to explain again as it’s a different doctor each time” “Normally tell you when running late” The report makes three recommendations: - The surgery look into the concerns raised by the patients in respect of the appointment booking system. Although the surgery has recently implemented an online booking system, there have been changes to the normal booking system and this appears to have caused problems at busy times. A ‘How To’ guide could assist with the concerns raised by patients. - Informing patients on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception or the use of the electronic check in or TV system to notify patients of current waiting times. - Suggestions and complaints box be easier to access by placing it in a more visible place in the waiting area. The report contains a response from the provider.

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General details

Report title 
Enter and view: Spring Hill medical centre Ardley
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Thursday, 13 April, 2017
Date evidence capture began 
Monday, 13 February, 2017
Date evidence capture finished 
Monday, 13 February, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Decor
Digitalisation of services
Information providing
Lifestyle and wellbeing
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5668

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? 
Not Known

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 
36
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 
Service manager
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? 
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.