Enter and view: GP access at Springfields Medical Centre

This Healthwatch Warrington Enter and View report summarises a visit to Springfields Medical Centre on 11 October 2016. The visit focused on patients' access to GP services and the general environment of the practice, following recurring local feedback about difficulties accessing primary care. The surgery served approximately 6,500 registered patients and had previously received an Outstanding rating from the Care Quality Commission in March 2016. 

Overall, the report found that the practice provided a very positive patient experience. Healthwatch observed a modern, well-maintained and accessible surgery with friendly, professional staff and a welcoming atmosphere. Patients interviewed during the visit generally expressed satisfaction with the service and praised staff for their commitment and efficiency. 

The surgery benefited from a central location close to public transport links and a commercial car park. It also offered free parking, although parking spaces were limited and shared with other services in the building. The building itself was modern and purpose-built, with automated doors, lifts and good accessibility features, although one lift had been out of service for several months awaiting repairs by a third party.

Healthwatch found the reception and waiting areas to be bright, welcoming and well organised. Reception staff were observed interacting politely and efficiently with patients. Privacy was promoted through the use of a queuing line and separate reception and waiting areas. The surgery also provided a self-check-in terminal with multilingual options and displayed a range of health information and Patient Participation Group (PPG) materials. 

The waiting area was considered comfortable and accessible, with sufficient seating, health information displays, reading materials and a children's play area. The practice also offered support for patients with additional needs, including hearing loops, translation services, British Sign Language support, accessible toilets and disabled parking facilities. 

The report highlighted the surgery's strong commitment to patient engagement. The Patient Participation Group was described as highly active and influential, meeting monthly and playing a significant role in helping the surgery improve access and communication. The PPG also had its own website and organised community engagement events. 

Staffing levels appeared appropriate and the surgery was observed to be well run. Healthwatch noted that staff were approachable, knowledgeable and proud of their work. Administrative systems were organised, and the practice manager demonstrated a proactive approach to service improvement. 

Access to appointments was supported by the practice's Dr First telephone triage system, online booking and in-person booking options. The practice manager reported that the system had reduced missed appointments and helped the surgery exceed appointment targets. Patients could generally obtain appointments with their preferred GP, and survey responses suggested high satisfaction with the booking system.

Although feedback was largely positive, some patients reported long telephone waiting times, with several waiting more than 10 minutes to get through to reception. Healthwatch noted that awareness and use of online booking and SMS appointment reminders could be improved to reduce pressure on telephone lines and further reduce missed appointments. 

The report concluded that Springfields Medical Centre demonstrated several examples of good practice, particularly through its effective Patient Participation Group, proactive management of appointments and positive staff culture. Healthwatch recommended sharing these approaches with other GP practices, increasing promotion of online booking and SMS reminders, improving visibility of patient feedback mechanisms, and prioritising repair of the out-of-service lift.