Enter and view: Silverdale Family Practice

This Healthwatch County Durham Enter and View report summarises a positive pilot visit to Silverdale Family Practice in South Hetton on 9 March 2017. The practice was selected because it had achieved strong patient satisfaction results and positive CQC ratings, with the aim of identifying and sharing examples of good practice across County Durham. 

During the visit, Healthwatch representatives conducted 23 conversations with patients and staff, collected survey responses and observed the operation of the practice over a four-hour period. The findings were overwhelmingly positive, with patients consistently expressing satisfaction with the quality of care and service provided. 

A key theme was the availability of appointments. Many patients reported that they could usually obtain appointments when needed, including same-day appointments. Patients particularly valued knowing that they would be seen promptly or receive a telephone consultation if appropriate.

Patients repeatedly praised the professionalism, friendliness and empathy of staff. They said doctors listened carefully, took concerns seriously and made patients feel they had sufficient time during consultations. Reception staff were also seen as approachable, helpful and respectful, while the practice manager was commended for maintaining an open-door approach. 

The practice's communication and patient-centred approach were highlighted as major strengths. Patients appreciated being consulted about changes, receiving prompt information about test results, and having multiple ways to contact the practice. One family member reported that staff helped ensure an elderly relative attended appointments and received medication on time, while keeping relatives informed where consent had been given.

The physical environment was viewed positively. Patients described the surgery as clean, comfortable, bright and well organised. Features such as an interactive patient information and sign-in screen, privacy barriers in the reception area, clear information displays, and co-located pharmacy and dental services were particularly valued. 

Healthwatch observed strong staff-patient interactions during the visit. Reception staff greeted patients warmly, handled complaints professionally and showed sympathy when patients needed assistance. In one instance, a doctor personally collected a patient who had difficulty reading the electronic appointment screen and updated the patient's records to reflect their accessibility needs. 

Although feedback was highly positive, some areas for improvement were identified. These included parking limitations, occasional appointment delays, better signage, more facilities for children in the waiting area, improvements to the digital check-in and information screens, enhanced telephone options, and additional space to accommodate future demand. Accessibility issues with the visual appointment-calling system were also noted for patients with sight difficulties. 

Healthwatch concluded that patients felt listened to, respected and involved in the practice. The report recommended that other GP practices learn from Silverdale's approach to patient communication, team culture, consultation on service changes, practice design and same-day appointment access. It particularly highlighted the value of a collaborative staff culture with strong teamwork and minimal hierarchy. 

The practice manager welcomed the findings and stated that the visit had helped the practice identify both strengths and opportunities for further improvement, describing the Enter and View process as constructive and beneficial.