Enter and view: St Marks Medical Centre

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Summary of report content

Healthwatch Sefton conducted an announced Enter and View visit to St Marks Medical Centre in November 2018. They surveyed 36 patients who gave their feedback about their GP practice.

The report found that some people had to use other services as they were unable to get an appointment. Unfortunately, nearly 70% of people described their appointment as poor. The majority of patients did not know the name of their doctor and did not get to see the same doctor. 40% of respondents reported not being able to book a routine appointment in advance to see a GP. 

A number of recommendations were made including: the booking system (phone and online) should be reviewed to improve experience; consideration needs to be given to remind patients who their named GP is, particularly for those with long-term conditions; a review of why registered patients access emergency services when they cannot book an appointment at the centre; consideration needs to be given to provide staff with consistent information about the booking of same day and advance appointments; and consideration needs to be given to keeping information confidential when at the reception desk and in the waiting area.

The service provider did not respond to the report. 

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General details

Report title 
Enter and view: St Marks Medical Centre
Local Healthwatch 
Healthwatch Sefton
Date of publication 
Friday, 16 August, 2019
Date evidence capture began 
Monday, 12 November, 2018
Date evidence capture finished 
Monday, 12 November, 2018
Type of report 
Enter and view
Key themes 
Booking appointments
Communication between staff and patients
Continuity of care
Digitalisation of services
Information providing
Quality of care
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
Specific ethnicity if known 
Sexual orientation 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.