Enter and View: Waterside Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Waterside Medical Centre, a purpose-built modern building, on 18th May 2015. There was free on-site parking for 37 cars with 5 disabled bays. The internal of the building was very good, clean and tidy. The Healthwatch team found the surgery met most of their observational criteria. There was not much privacy at reception for the patients, but there was a side room that can be used. The hearing loop can be turned on if needed. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Almost all the respondents found it to be clean, while 46 out of 56 respondents found the overall care, treatment and service to be good. 4 people found the punctuality of appointments to be poor, “I have sat and waited for 40 minutes.” “The surgery could improve the waiting times but I don’t know if it is because they need more GPs or there are too many patients.” The reports makes the following recommendations: • Surgery to advertise opening hours so that patients are aware what these are. This was discussed with the Practice Manager on the day of the visit. • Informing patients on the day of any delays which may impact their appointment, especially when delays are likely to be longer than those displayed on the electronic check in. • The surgery to look into the concerns raised by the patients in respect of the appointment booking system. The surgery responded with a few points of clarification and actions that they plan to take.

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General details

Report title 
Enter and View: Waterside Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 18 May, 2015
Date evidence capture began 
Monday, 18 May, 2015
Date evidence capture finished 
Monday, 18 May, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Quality of appointment
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5290

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
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 
56
Age group 
All
Gender 
All
Ethnicity 
All
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.