Enter and view: Fenny Compton Surgery

This Healthwatch Warwickshire Enter and View report summarises a visit to Fenny Compton Surgery in December 2016. The practice served approximately 5,430 patients and provided a wide range of services, including chronic disease management, minor surgery, family planning, health checks and an on-site pharmacy. 

Overall, the report found very high levels of patient satisfaction. Twenty-nine patients completed questionnaires, and the surgery received overwhelmingly positive ratings for its appointment system, cleanliness, GPs, nurses, involvement in care decisions and overall quality of service. All respondents rated the overall standard of care as either excellent or good. 

Patients particularly valued the practice's friendly and personal approach. Many described the surgery as having a family atmosphere, praised staff for knowing patients personally, and commented that doctors, nurses and reception staff regularly went "the extra mile" to help them. Several patients highlighted examples of responsive care, including same-day appointments, prompt telephone advice and compassionate support during end-of-life care. 

The appointment booking system received especially positive feedback. Most patients reported being able to obtain appointments quickly, often on the same day or the following day. Patients also appreciated the availability of telephone consultations and online booking, although some respondents were unaware that online booking was available. 

The surgery environment was observed to be clean, accessible and well maintained. The building was in good condition, there was parking available, reception staff were friendly and approachable, and facilities such as a hearing loop, toilets, hand sanitiser and a child-friendly waiting area were provided. Privacy could be maintained through a dedicated consultation room near reception when required.

Despite the positive findings, some concerns were identified. Patients suggested that opening hours could be extended, particularly through evening, weekend or branch-site availability. Some also reported difficulties getting through on the telephone at busy times and noted occasional delays to appointments that were not always communicated clearly. A small number of patients also commented on inconsistency in the helpfulness of reception staff.

The report highlighted several examples of good practice, including community information meetings organised by the surgery, proactive communication with patients, flexible appointment arrangements and the availability of an on-site pharmacy. These features were valued by patients and contributed to the surgery's positive reputation. 

Healthwatch made three main recommendations: improving promotion of online booking to reduce telephone demand, consulting patients about opening hours through the Patient Participation Group, and providing clearer information about appointment delays, potentially through a waiting-time display in reception. The report also encouraged the continuation of the surgery's successful community engagement events. 

In its response, the practice welcomed the findings and agreed to promote online access more effectively, discuss opening hours with the Patient Participation Group and consider introducing a whiteboard or similar system to keep patients informed about delays.