Enter and view: Cape Road Surgery

Cape Road Surgery was the subject of an Enter and View visit that examined both the physical environment and patient experience. The practice served around 4,700 patients and provided a broad range of services, including chronic disease management, immunisations, family planning, minor surgery, smoking cessation support, and travel health advice. Observers found the building to be clean, well maintained, accessible, and clearly signposted. Positive features included online appointment booking, translation services, a hearing loop, child-friendly facilities, and clear patient information displays. Areas identified for improvement included limited privacy at the reception desk and the absence of dedicated parking.

Patient feedback from 26 respondents was highly positive overall. Most respondents rated the appointment booking system and opening hours as good, often commenting on the ease of securing appointments, including same-day and emergency access. The surgery’s cleanliness received universally positive ratings, while doctors, nurses, and reception staff were consistently praised for being professional, friendly, caring, and responsive. Patients particularly valued the quality of communication, continuity of care, and the willingness of staff to listen and involve them in decisions about their treatment.

The main concern raised by patients was access to the surgery, particularly the lack of parking facilities, which some found inconvenient. Appointment punctuality also received more mixed ratings, with some patients reporting occasional delays, although many understood these were often caused by emergencies or doctors spending sufficient time with patients. Despite these concerns, overall satisfaction was exceptionally high, with almost all respondents rating the quality of care, treatment, and service as good. In response to feedback, the surgery planned to introduce a television information system to display waiting times, staff information, available services, and seasonal health advice.