Enter and view: Tudor Medical Centre

Healthwatch Wolverhampton carried out an enter and view visit to Tudor Medical Centre on 27 July 2018 to assess patients’ experiences of the practice and to explore concerns that had been raised about access to appointments, communication during a merger with another practice, and perceived discrimination. During the visit, Healthwatch observed the environment and spoke with patients, staff and management.

The practice was found to provide a generally positive environment and quality of care. The premises were clean, well maintained and offered a wide range of health information for patients. Healthwatch noted that the management team was committed to improving services and had invested significantly in developing facilities. Patients reported generally positive experiences, and there were no concerns about patient safety, dignity or the compassion shown by staff. 

Some issues were identified around access and communication. Patients described difficulties obtaining same-day appointments and long waits for routine appointments. A lack of information about out-of-hours services and previous communication about the practice merger was also highlighted. While patients from diverse backgrounds did not report experiencing discrimination, Healthwatch observed challenges relating to the physical layout of the waiting room, privacy at reception and comfort during periods of hot weather. 

Healthwatch concluded that Tudor Medical Centre was keen to deliver high-quality care and involve patients in service development. Recommendations included improving patient comfort and privacy in the waiting area, providing clearer reporting of patient feedback results, increasing promotion of the Patient Participation Group, and seeking further investment to support the development of purpose-built facilities for the local community. The report did not state how many patients were engaged during the visit.