Enter and view: Springwell House Surgery and Harraton Surgery

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Summary of report content

Healthwatch Sunderland conducted enter and view visits on Springwell House GP surgery and Harraton GP surgery, two surgeries run by the same provider serving a combined total of 4050 patients Healthwatch Sunderland noted that on the NHS Choices website there was some negative feedback from a number of patients collated during the period of August 2016 and November 2016. After consideration of this feedback and recent CQC inspection ratings which placed Springwell House at ‘requires improvement’, the visit was arranged. Observations from representatives on Springwell House included: - 100% of respondents said that the GP is friendly and respectful - 80% of respondents said their GP ran late for appointments (of this 80%, 46% commented that this happened most of or all of the time). - 93% of respondents rated the quality of care, treatment and service as excellent or good. - 55% of respondents found there isn’t enough privacy at the reception area to talk to staff in confidence. Observations from representatives on Harraton surgery included: - 97% found the GP friendly and respectful - 76% of respondents found the GP ran late for his appointments (of this 76%, 26% commented that this happened most of or all of the time). - 94% of respondents find the quality of reception services to be good or excellent. There were 2 recommendations made in the report: - Both practices may find it useful to consider encouraging patients to book longer appointment times with the GP and other medical staff if required. - Both practices may find it useful to consider further communication to patients around the availability of a private space for confidential conversations. The report includes responses from the the staff.

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General details

Report title 
Enter and view: Springwell House Surgery and Harraton Surgery
Local Healthwatch 
Healthwatch Sunderland
Date of publication 
Tuesday, 1 August, 2017
Date evidence capture began 
Monday, 22 May, 2017
Date evidence capture finished 
Wednesday, 31 May, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Health and safety
Health promotion
Information providing
Medication
Prescription
Quality of appointment
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5752

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 
68
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
Doctors
Receptionists
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? 
Not known
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.