Enter and view: Stockingford Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Stockingford Medical Centre a purpose-built surgery, on 21st September 2015. At the time of the visit, there were ongoing repairs to the building due to a leak in the roof and subsequent damage due to water ingress. On the day of visit the scaffolding and skip were still in place, reducing the number of car park spaces. The internal decoration was in good condition and redecoration was needed in some places once the repair is done. The Healthwatch team found the surgery didn’t meet some of their observational criteria, such as the waiting times not being displayed so receptionist would have to inform the patients of any delays. The surgery did offer translation of documents in 10 languages and had an active PPG group. The Healthwatch questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. One person rated the appointment booking system as poor, “trying to get an appointment is difficult – lines are busy and appointments go.” While 17 out of the 18 respondents rated the cleanliness and hygiene of the surgery as good. Most people found the care from the GP to be good, but some rated the reception staff as average. The two recommendations the report makes are: the surgery to look into the concerns raised by the patients in respect of the appointment booking system, and to look at repainting the demarcation for parking bays, especially the disabled space. The surgery responded/clarified to some of the factual comments in the report about the appointment system, the car parking availability and the leaking roof. They acknowledged they will look into painting car marking in the bays, but they felt they did their best to advertise the online appointments.

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General details

Report title 
Enter and view: Stockingford Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Friday, 13 November, 2015
Date evidence capture began 
Monday, 21 September, 2015
Date evidence capture finished 
Monday, 21 September, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Decor
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5342

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Focus group
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 
All
Gender 
All
Ethnicity 
All
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? 
No
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
What type of impact was determined? 
Implied Impact

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.