Enter and view: The Fiveways Medical Centre

Healthwatch Liverpool conducted an announced Enter and View visit to Oak Vale Medical Centre (OVMC), located within the Fiveways Centre, on 9 July 2013. The visit was undertaken because the practice had received a low score through Healthwatch Liverpool's service rating process. At the time of the visit, the practice served around 6,000 patients and employed six GPs, three nursing staff and twelve non-clinical staff. The surgery had recently introduced a telephone triage system whereby patients requesting appointments were called back by a doctor to assess their needs before appointments were allocated. 

Overall, Healthwatch found the practice to be modern, clean, well maintained and staffed by welcoming and motivated personnel. The building itself was considered attractive and hygienic, with good standards of decoration and maintenance throughout. Reception, waiting areas, corridors, lifts and toilet facilities were all rated positively for cleanliness and accessibility. 

The most significant issue identified was signage and access to the practice. Because the medical centre was located within a larger multi-purpose building that also housed services such as a public library, visitors could find it difficult to identify where the surgery was located. Signage from surrounding roads and public transport routes was limited, and Healthwatch considered this a major area requiring improvement.

Parking arrangements were also raised as a concern. The car park was often heavily used by visitors accessing other facilities nearby, resulting in limited availability for surgery patients despite relatively low patient attendance during the visit. While disabled parking provision was considered adequate, Healthwatch recommended measures to discourage inappropriate use of the car park by non-patients.

Reception staff were observed to be welcoming and professional, and the reception area was described as modern, clean and free from hazards. However, some patients attending for blood tests were initially directed to reception only to be told that they needed to attend facilities on the first floor. Healthwatch therefore recommended improved internal signage to minimise confusion.

The waiting area was clean and accessible, but information available to patients was limited. Noticeboards were small, information displays were sparse, and all information observed was available only in English. Healthwatch suggested providing more noticeboards, improving the organisation of information displays, and making it clear that information could be made available in alternative languages and formats if required. 

The practice environment generally received excellent ratings, although some aspects of the internal design were considered somewhat clinical. Healthwatch suggested adding pictures or artwork to corridors leading to consulting rooms to create a more welcoming atmosphere. 

One notable concern involved room temperatures. Healthwatch reported that treatment rooms and consulting areas became uncomfortably hot, with poor ventilation and significant noise from nearby traffic when windows were opened. The report recommended that air conditioning be installed to improve patient and staff comfort. 

Patients spoken to during the visit were generally very positive about the care they received. They rated staff attitude, hygiene, dignity in care, repeat prescription services, appointment booking and appointment punctuality highly. Patients also expressed support for the range of services available within the wider Fiveways Centre.

The recently introduced triage system received particularly positive feedback from both patients and staff. The system allowed doctors to assess patient needs by telephone before allocating appointments, helping ensure that urgent cases were prioritised appropriately. Healthwatch considered the triage model effective and suggested that it could potentially be replicated by other practices following further evaluation. 

The practice demonstrated a strong commitment to patient engagement. A Patient Participation Group (PPG) met regularly and had been consulted regarding the introduction of the triage system. Healthwatch identified this as evidence that patient feedback was valued and used in service development. 

Staff reported positive working conditions, strong communication and good opportunities for professional development. However, they noted that the training room lacked internet and Wi-Fi access, which was viewed as limiting training and collaborative activities.

Healthwatch made several recommendations, including improving external and internal signage, installing a pedestrian crossing near the centre, reducing inappropriate use of the car park, increasing patient information displays, making information available in other languages and formats, using television screens to communicate information, improving training room technology, evaluating the impact of the triage system on appointment punctuality, and addressing excessive temperatures in treatment rooms. 

No safeguarding concerns were identified during the visit.