Enter and view: Whitehall Medical Practice

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Whitehall Medical Practice on 5th July 2016. The practice is located in a 16 year old purpose built building which is in good condition on the outside but a little tired on the inside. The Healthwatch Enter and View team found the surgery met almost all their observation criteria. The electronic screen was due to be replaced. There was a private room available on the side but not advertised to the patients well enough. There was a child friendly play area on both floors and patients would be advised by staff if there was a delay in appointments. The surgery PPG is not active at the moment but in the process of being advertised. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Healthwatch spoke to 37 patients, 19 of which found the surgery appointments booking system to be poor. The opening hours were not rated that bad but there was room for improvements. The rest of the feedback gave the parking/public transport a very bad rating but the rating for the GP, Nurse and reception staff was mostly good. The Healthwatch team provided the following recommendations: - The surgery look into the concerns raised by the patients in respect of the appointment booking system. - The surgery to notify patients that there are extended hours available for two GPs on a Monday evening as many patients are unaware of this and are currently struggling to make suitable appointments. - The Practice Manager to look at setting up a Patient Participation Group as a matter of urgency, as it is now a contractual requirement for surgeries to have PPGs. - The surgery to provide a comments/complaints box for patients as some patients do not necessarily want to make a complaint but may wish to make a comment. The surgery responded to the recommendation acknowledging they will be working to address the concerns raised.

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General details

Report title 
Enter and view: Whitehall Medical Practice
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Thursday, 6 October, 2016
Date evidence capture began 
Tuesday, 5 July, 2016
Date evidence capture finished 
Tuesday, 5 July, 2016
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Complaints procedure
Health and safety
Quality of appointment
Staff attitudes
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? 
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? 

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 
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? 
Does the information include other people's views? 
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? 
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.