Enter and view: Oakham Surgery

Healthwatch Sandwell conducted an Enter and View visit to Oakham Surgery in Tividale on 15 August 2019 following anonymous concerns about the availability of appointments and the ease of booking them. The visit included observations of the surgery environment and surveys with 14 patients. Oakham Surgery was part of the Health Partnership, which serves approximately 46,000 patients across Sandwell. 

The surgery was found to be clean, tidy, and well maintained, with a range of health information and support materials available in its two waiting areas. Facilities included a self-check-in machine, blood pressure monitor, weight machine, and resources for carers. However, Healthwatch noted that some information appeared out of date and that there was no visible promotion of the Patient Participation Group (PPG).

Most patients surveyed had been registered with the practice for more than five years, suggesting a stable patient population. Overall, patients were generally positive about their experience of accessing services. Seventy-one per cent of respondents said it was easy to make an appointment, although some reported difficulties, particularly with the telephone system.

Opinions on appointment availability were more mixed. Responses were divided between those who felt they could usually obtain an appointment when needed and those who experienced difficulties doing so. When unable to secure an appointment, many patients said they would attend a walk-in centre, wait for an appointment, see a practice nurse, seek advice from reception staff, or contact NHS 111. 

Awareness of alternative appointment booking methods was relatively good. Most respondents knew that appointments could be booked online, although some preferred using the telephone and others found the online registration process difficult. 

Three-quarters of respondents said they were happy with the services provided by the surgery. However, some patients expressed dissatisfaction regarding appointment availability, waiting times, customer service, and difficulties seeing a GP. A small number also commented on the attitude of reception staff and felt that more appointment slots should be available. 

Nearly half of those surveyed felt that no improvements were necessary, while others suggested that the surgery could improve access to appointments, provide greater GP availability for urgent issues, improve customer service, and create a more welcoming environment. 

Awareness of the Patient Participation Group was very low, with 93% of respondents unaware that such a group existed. In contrast, awareness of the complaints procedure was relatively high, with 80% of patients saying they knew how to make a complaint if necessary. 

Patients' overall experience on the day of the visit was largely positive. Sixty-four per cent rated their experience as good or very good, while smaller numbers rated it as fair, average, or poor. 

Healthwatch concluded that the surgery was generally providing a positive service but identified several areas for improvement. Recommendations included promoting and simplifying access to online appointment booking, increasing awareness of the Patient Participation Group, reviewing and updating information displayed in the surgery, and continuing to gather and share patient feedback and resulting actions.