Enter and view: Abbey Medical Centre

Healthwatch Warwickshire conducted an Enter and View visit to Abbey Medical Centre on 1 September 2015 to assess patients' experiences of the surgery and observe the practice environment. The surgery served approximately 13,500 patients and offered a wide range of services including chronic disease clinics, antenatal care, immunisations, counselling, minor surgery and screening services.

The visit found that the surgery was generally accessible and well maintained. The building was purpose-built, in good condition and had recently undergone alterations, with plans for further expansion. The practice had wheelchair and pushchair access, hearing loop facilities, toilets, hand sanitiser stations and clear signage. Reception staff were observed to be approachable and friendly, and a Patient Participation Group (PPG) was active within the practice. However, confidentiality at the reception desk was limited, although a separate room was available if privacy was required. Online appointment booking was not yet available at the time of the visit but was due to be introduced shortly.

A questionnaire completed by 47 patients showed generally positive views of the practice. Most respondents rated the surgery's opening hours positively, with 34 patients describing them as good. Access to the surgery, including parking and transport links, was also rated positively by most respondents, although some commented that there was insufficient free and disabled parking. Cleanliness received particularly strong feedback, with 44 respondents rating hygiene standards as good. 

Patients were highly satisfied with clinical staff. Forty-two respondents rated their GP as good and 46 respondents rated nursing staff as good. Comments highlighted excellent care from clinicians, although a small number of patients reported concerns such as inconsistency between doctors, occasional misdiagnosis and difficulties accessing home visits. 

Views on reception staff were also largely positive. Thirty-five respondents rated reception staff as good, with comments describing them as friendly, helpful and much improved. 

The main area of concern was the appointment booking system and appointment punctuality. While 29 respondents rated the booking system as good, several patients reported difficulty getting through on the telephone, particularly during busy periods, and expressed interest in online booking. Appointment punctuality received the lowest ratings, with only 17 respondents rating it as good and 25 rating it as average. Patients reported variable waiting times and poor communication about delays. 

Most patients felt involved in decisions about their care, with 37 respondents rating this aspect as good. Overall, 38 respondents rated the quality of care and service provided by the surgery as good, although a small number reported concerns about appointment access, waiting room space and home visit services.

Healthwatch Warwickshire made three recommendations: increasing reception staffing during peak periods to reduce queues, using the waiting room television screen to communicate appointment delays, and working with the Patient Participation Group to update the surgery leaflet.

In response, the Practice Manager confirmed that two receptionists would be available during peak times, patients would be informed of delays of 15 minutes or more, and the PPG would be involved in updating the surgery leaflet. The practice also committed to actively promoting online appointment booking and prescription services to improve access and reduce pressure on telephone lines and reception staff.