Enter and view: Black Country Family Practice

Healthwatch Sandwell carried out an Enter and View visit to Black Country Family Practice in Tipton on 14 January 2020 to gather patients’ views about the service and assess their experiences of accessing care. The practice serves approximately 14,000 patients and is part of the Modality Partnership. At the time of the visit, the practice had an overall Requires Improvement rating from the Care Quality Commission, despite being rated Good for safety, caring and leadership. 

During the visit, Healthwatch completed surveys with 15 patients and observed the practice environment. The waiting area was found to be clean, tidy and well maintained, with a range of health information displayed. However, Healthwatch noted that one noticeboard contained outdated information, which was brought to the attention of staff. Information about the Patient Participation Group (PPG) was also available. 

Many patients had been registered with the practice for a long time, with most reporting that they had been patients for over 20 years. Appointments were most commonly booked by telephone, although some patients used online systems, attended the surgery in person or used the Push Doctor video consultation service. 

Access to appointments emerged as the main concern. Nearly three-quarters of respondents described getting an appointment as hard or very hard, and 85% said they could not always get an appointment when they needed one. When unable to obtain an appointment, most patients said they would keep trying, wait until the next day, attend a walk-in centre or use alternative services. 

In contrast, cancelling appointments was generally considered straightforward, with almost three-quarters of respondents reporting that it was easy or very easy to do. Patients were aware of a range of booking methods, including online and telephone booking. 

Two-thirds of patients said they were happy with the services provided by the practice, and some offered positive feedback about individual doctors and the quality of care received. However, one-third of respondents were dissatisfied. Concerns focused primarily on difficulties accessing appointments, long waits when telephoning the practice, and dissatisfaction with the appointment booking system. Some patients also reported frustration about being asked personal questions during telephone triage while at work. 

Most patients who required medication reviews reported that they had received one. However, 85% of respondents believed there were areas where the practice could improve. Suggested improvements included increasing appointment availability, making it easier to book appointments in advance, improving telephone access through additional phone lines or a queuing system, and providing better access for people who work shifts.

Awareness of the Patient Participation Group was low, with most patients either unaware of its existence or uncertain whether one existed. In addition, over half of respondents did not know how to make a complaint if necessary. 

Despite concerns about access, 83% of patients said they would recommend the practice to family and friends. Healthwatch concluded that the overall standard of care was good but identified opportunities for improvement, particularly around appointment access and patient engagement. The report recommended better promotion of online booking options, clearer communication about the different ways appointments can be made, and increased promotion of the Patient Participation Group and its role.