Enter and view: Sherbourne Medical Centre

This Healthwatch Warwickshire Enter and View report summarises a visit to Sherbourne Medical Centre in Leamington Spa on 7 November 2016. The practice served approximately 9,497 patients and offered a range of services including child health, family planning, smoking cessation, minor surgery, travel health and health screening clinics. 

Overall, patients rated the practice positively, particularly in relation to opening hours, clinical care and the overall quality of service. Among the 43 patients surveyed, most rated the surgery's GPs, nurses and overall care as either excellent or good. 

The premises were generally found to be clean, functional and accessible. The surgery provided electronic self-check-in facilities, a hearing loop, child-friendly seating and play equipment, and disabled toilet facilities. Staff were observed to be approachable and friendly. However, there was no on-site parking, meaning patients relied on nearby metered street parking, which some found challenging. 

The main issue raised by patients was difficulty accessing appointments, particularly by telephone. Many respondents reported having to make multiple calls, experiencing long waits to get through, and struggling to obtain pre-bookable appointments. Some patients were also unaware that online booking was available or found it difficult to use. 

Opening hours were viewed favourably, with almost all respondents rating them good or excellent. Nevertheless, a small number of patients suggested weekend opening would improve access further. 

Patients were highly positive about the GPs and nurses, frequently describing individual clinicians as excellent, supportive and professional. However, some commented that experiences varied depending on which doctor they saw and felt consultations could sometimes be longer. 

Reception staff generally received good feedback, although several respondents reported inconsistencies in customer service. Some patients felt receptionists could be less understanding or friendly on the telephone, while others described them as among the best they had experienced.

Appointment punctuality received mostly positive ratings, but many patients reported that they were not always informed when clinics were running late. This was a particular concern for those using metered parking nearby, as delays could result in parking charges exceeding the time paid for. 

Healthwatch also identified a number of areas where patient information could be improved. Privacy at reception was not clearly promoted, translation services and alternative information formats were not advertised, and patients were not routinely informed of waiting times.

The report concluded that the quality of care was highly regarded but that improvements were needed to appointment access and communication. Healthwatch recommended promoting online booking more actively to reduce pressure on telephone lines and introducing clearer systems to notify patients of appointment delays, potentially through reception displays or electronic check-in systems.