Enter and view: Whitestone Surgery

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View visit to Whitestone Surgery Medical Centre on 16th November 2015. The surgery is in a two-storey converted house with a possibility to extend to a proper building in the future. It has limited parking at the front though street parking is also available. ‘ The Healthwatch Enter and View team found the surgery met almost all their observation criteria. It had plenty of informative signs inside informing patients about a private room they can use for confidentiality to other notices about the disabled toilet key and information about online booking system. The surgery has a very active PPG. The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Three out of the 36 respondents found the appointment booking system to be poor, “Difficult to get through on the phone.” Respondents were struggling to rate the transport system etc to the surgery as good, however, they did say “There's an issue with parking – it's not the surgery's fault.” Overall patient feedback for this surgery was positive with patients also recognising the work that the surgery and the PPG does within the local community. The only recommendation provided was for the surgery to look at feedback from patients in regard to the reception and communication. Whitestone Surgery responded to the team thanking them and commenting that they will use this information to improve our service.

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General details

Report title 
Enter and view: Whitestone Surgery
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 14 December, 2015
Date evidence capture began 
Monday, 16 November, 2015
Date evidence capture finished 
Monday, 16 November, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
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.