Enter and view: Trinity Court Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Trinity Court Surgery on 1st February 2016. The surgery is in a purpose-built building in good condition located in same site as Stratford hospital. The inside of the surgery was light and airy with pleasant pictures on the walls. There are dedicated parking spaces available for the surgery. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. A quite corner was available at reception if privacy is needed. Patients check in on screen and wait to be called in by the doctor or receptionist who also keeps them informed about delays. There were limited noticeboards; information in other formats can be provided if needed. Translation services are provided however Google translate was also used at times. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. The team managed to talk to 60 respondents 30 of which found the GP appointment booking system to be good, and 8 found it to be poor. There weren’t many complaints about the opening hours but some comments were received about evening appointments being useful if introduced. The GP, Nurse and reception staff got very good ratings and most respondents felt they were well involved in decision about their care. Some comments received were “This is one of the better surgeries in Stratford” and “The surgery is great for what I have been through – we could do with more doctors.” Healthwatch made several recommendations: - For surgery to look into concerns raised by the patients in respect of the appointment booking system. - Helping the patients understand how to use online booking system. - Surgery ensure that any delays to patient’s appointments are consistently communicated by reception staff on arrival. - The PPG be given their own notice board in the waiting room so that patients are aware of the role of the PPG and have opportunity to review documents such as the minutes of meetings and results of surveys. The surgery responded with actions they have taken in response the recommendations.

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General details

Report title 
Enter and view: Trinity Court Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Tuesday, 23 February, 2016
Date evidence capture began 
Monday, 1 February, 2016
Date evidence capture finished 
Monday, 1 February, 2016
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Complaints procedure
Decor
Interpreters
Prescription
Quality of appointment
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5454

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
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 
60
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? 
Not known
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? 
Positive

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? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact
Tangible Impact (cost related)
Tangible impact (not cost related)

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.