Enter and view: Westside Medical Centre Rugby

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Summary of report content

Healthwatch Warwickshire conducted an enter and view visit on Westside Medical Centre GP surgery in Rugby on the 7th November 2016. The surgery has 5 GPs + 1 registrar and 2 practice nurses and serves 11000 patients. Observations from the visit mention that the surgery is in a modern building which had clean internal decoration and was in good order. It was noted that there was limited free parking at the rear with paid public car parking in abundance nearby. 40 people completed a questionnaire giving their views and rating areas as either poor, average, good or excellent. Comments from patients included: “Sometimes can’t get through. I always ring up. Don’t use online.” “Triage is very busy – kids get priority which is good.” "There’s never any parking. I think other people park to go shopping.” The report makes five recommendations: - Conversations taking place at Reception can be overheard. Surgery to ensure that a private room is made available for patients and that there are signs to advertise this. - Surgery to look at concerns raised in regard to the appointment booking system. It was noted that some patients were not aware of the online booking system. Better promotion of this could help to reduce phone traffic. - Informing patients on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception or the use of the electronic check in to notify patients of current waiting times. - Surgery to clearly display opening times so that patients are made fully aware of these. - Surgery to provide patients with a comments/complaints box, in addition to the friends and family test. The report contains a response from the provider.

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General details

Report title 
Enter and view: Westside Medical Centre Rugby
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 20 February, 2017
Date evidence capture began 
Monday, 7 November, 2016
Date evidence capture finished 
Monday, 7 November, 2016
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health and safety
Information providing
Lifestyle and wellbeing
Patient records
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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? 
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 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
Not known
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
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.