Enter and view Summary of 28 GP practices

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Summary of report content

Healthwatch North Somerset receives a great deal of feedback from the public relating to experiences of GP Practices. Generally, the feedback gathered shows more positive feedback is given than negative. When reviewing the feedback received, the Healthwatch North Somerset Prioritisation Panel recommended further investigation into General Practice with a focus on good practice and improvements made following patient feedback. The purpose of the Enter and View visits was aimed at outlining what was observed and recognising, highlighting and sharing of good practice and making any suitable recommendations for improvement. The role of the Enter and View Representatives was to observe each Practice as if they were new patients entering the Practice for the first time and locating information. Standard Enter and View procedures were reviewed and adjusted to accommodate this work which required a different observation technique than other Enter and View visits. Relevant training and processes were put in place to ensure the Authorised Representatives were prepared for the visits. When attending the local Practice Manager’s Forum, to outline the project, a request was made that no direct approach would be made to patients during the Enter and View visit. The visit would be observation only and a further request was made that Authorised Representatives did not Enter and View the Practice at which they were registered. Individual GP practices were visited from November 2017 to end April 2018, in total 28 sites had Healthwatch North Somerset Enter and View visits and reports created for each visit. Over 150 recommendations in total were made in the report. A mystery shopper exercise was undertaken alongside the Enter and View visits. The “mystery shopper” reviewed information about out-of-hours services, complaints, catchment areas and registering as a new patient. The Mystery Shopping exercise demonstrated the experiences patients would have when accessing the websites including seeking information should they wish to make a complaint. Only four of the Practice websites provided an adequate level of information and access to policy/forms. The Enter and View Representatives also looked at the process of registering as a new patient and how patients can find out if their address was in the right catchment area eg there were a number of ways patients could register, however many Practices had little information about catchment areas and relevant forms were not available to download. In providing this report Healthwatch North Somerset seeks to highlight, share and acknowledge the good practice that occurs in GP Practices throughout North Somerset.

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General details

Report title 
Enter and view Summary of 28 GP practices
Local Healthwatch 
Healthwatch North Somerset
Date of publication 
Sunday, 1 April, 2018
Date evidence capture began 
Wednesday, 1 November, 2017
Date evidence capture finished 
Sunday, 1 April, 2018
Type of report 
Enter and view
Report
Key themes 
Access
Administration
Admission
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Engagement
Health and safety
Health promotion
Information providing
Public involvement
Quality of appointment
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-7197

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 
Not known
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? 
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? 
No
Is there evidence of impact in the report? 
Yes
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.