Enter and view: Worthen Medical Centre

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Summary of report content

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Shropshire visited Worthen Medical Practice on 18/04/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed that there was level access to the surgery, but signage on the building was hard to see. The entrance door is not visible from the car park. The information about surgery opening hours displayed in the practice does not match what is on the website and what the visit team were told. The staff we spoke to be all aware of the importance of clear communication with patients. We observed staff talking to patients in a professional and friendly way. Although there is an electronic registration screen in the entrance lobby, it is no longer used. All patients register at reception. The waiting room is very quiet so conversations between waiting patients and conversations with the receptionist are easy to hear. Healthwatch Shropshire were told that staff knew most of the patients, and this was evident during our visit. The staff they spoke to were aware of the term 'Accessible Information'. A system of flagging patients with communication needs was in place within the electronic patient records. Staff were aware of the flagging system. Most of the patients they spoke to had not been asked about their communication needs. Patients were very complimentary about the Practice. Patients liked the appointment booking system, with open access in the morning and pre-booked appointments in the afternoon. The recommendations within the report state displaying information for patients. Improving the signage on the building to make the entrance door more obvious from the car park. Updating the information about surgery opening hours by the door to match those on the website and what we were told. What can be done to ensure patient privacy when patients are speaking to staff at reception. Introducing a system to ensure that all existing patients know to inform the surgery about their communication needs and are aware of the support the surgery can provide. This includes ensuring that information is clearly highlighted on the website. Removing the unused patient electronic registration screen from the entrance lobby to free up a better space for the leaflet rack. Increase the font size of Practice notices displayed in the waiting area to meet the AIS.

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General details

Report title 
Enter and view: Worthen Medical Centre
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Wednesday, 18 April, 2018
Date evidence capture began 
Wednesday, 18 April, 2018
Date evidence capture finished 
Wednesday, 18 April, 2018
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Health promotion
Public involvement
Quality of appointment
Quality of regulation
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Healthwatch reference number 
Rep-7251

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
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 
7
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
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? 
Yes
Is there evidence of impact external to the report? 
Yes
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.