Enter & View: Lisle Court Medical Centre

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Summary of report content

Healthwatch Warwickshire did an announced Enter and View to Lisle Court Medical Centre, on 16th March 2015. The surgery was clearly signposted and visible from the main road. There were no concerns observed with the external building, however the team did not observe any disabled parking bays. The surgery was decorated to a good standard. The healthwatch team found the surgery didn’t meet some of their observational criteria, but some actions had been taken since their visit and criteria implemented, such as waiting times being displayed to keep patients informed, and electronic check in was planned to be installed by the summer. The Healthwatch questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Most respondents found the appointment booking system Good, and overall they did not have any complaints about the staff (GP, Nurses and reception staff). Reception staff were said to be “..polite and professional most of the time”, however, one patient said “Nurses should smile more”. The report makes the following two recommendations: - 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 to notify patients of current waiting times. The surgery responded saying “This was discussed with our Patient Participation Group and signage has since been implemented advising patients to ask at reception for information if the patient is concerned the doctor is running late.”

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General details

Report title 
Enter & View: Lisle Court Medical Centre
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Monday, 16 March, 2015
Date evidence capture began 
Monday, 16 March, 2015
Date evidence capture finished 
Monday, 16 March, 2015
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Decor
Health and safety
Quality of appointment
Staff attitudes
Support
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5228

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 
28
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Not known
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? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact
Tangible Impact (cost related)
Tangible impact (not cost related)

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.