Enter and view: GP surgeries

Healthwatch Medway carried out an Enter and View visit to Higham and Cliffe Surgeries during the week commencing 11 December 2017. The purpose of the visit was to understand patients' experiences of the practice, assess access to appointments, review communication between staff and patients, and identify examples of good practice that could be shared with other GP surgeries. 

A total of 102 patients were surveyed, including 63 patients at Higham Surgery and 38 patients at Cliffe Surgery. Feedback was gathered through face-to-face surveys focusing on accessibility, patient experience, good practice and additional support needs. 

Overall, the findings were positive. Most patients reported that they were either always or usually happy with the service provided by the surgeries, while only a very small number expressed dissatisfaction. The majority also felt that their needs were being met, although two patients reported that additional support relating to disability needs was not adequately provided. 

Feedback on appointment access was generally favourable. At Higham Surgery, 50 patients said that obtaining an appointment was either easy or acceptable, and many reported being able to see their preferred GP, nurse or healthcare professional. Similarly, at Cliffe Surgery, most respondents described obtaining appointments as easy or acceptable, with many also able to see the clinician of their choice. 

Patients were generally satisfied with the treatment they received and described staff as friendly, helpful and communicative. Many respondents highlighted positive interactions with staff and expressed overall satisfaction with the service provided by both surgeries. 

Some areas for improvement were identified. Patients commented that the telephone call-back system worked well, but they felt that appointment availability was affected by the lack of Saturday opening and by Wednesday afternoon closures. Concerns were also raised about privacy at Cliffe Surgery, where conversations could potentially be overheard. 

Healthwatch Medway recommended clearer signage for toilet facilities through the use of recognised symbols and suggested that doors at Cliffe Surgery should remain closed during conversations to improve patient confidentiality. 

In conclusion, the report found that patients at both Higham and Cliffe Surgeries were largely satisfied with the quality of care, staff interactions and appointment access. While a few practical improvements were recommended, the surgeries were viewed positively overall and the practice committed to considering and implementing the recommendations where appropriate.