Enter and view: Willington Medical Group

Healthwatch County Durham carried out an enter and view visit to Willington Medical Group on 21 August 2019 to gather independent feedback from patients and staff about the practice and identify examples of good practice. During the three-hour visit, Healthwatch carried out 27 conversations with patients and staff. No surveys were completed in advance of the visit. 

Patients were overwhelmingly positive about the practice, frequently praising the professionalism, empathy and friendliness of staff. Many valued being listened to, receiving prompt diagnoses and follow-up care, and being able to obtain appointments quickly, particularly for children. Patients also appreciated the flexibility of the appointment system, advance text reminders, home visits when needed, and the continuity of care provided by familiar doctors.

Healthwatch observed a clean, welcoming and accessible surgery with good facilities, including a children's area, self-check-in system, accessible seating and well-organised health information displays. Reception staff were observed interacting positively with patients and maintaining confidentiality. Patients generally reported very short waits and a positive atmosphere within the practice. The main issues raised were difficulties seeing a preferred GP, concerns about the increased use of locum doctors, the loss of the physiotherapy service and a desire for greater continuity of care.

Healthwatch concluded that Willington Medical Group provided a highly valued patient-centred service with strong staff-patient relationships, effective systems and high levels of patient satisfaction. Recommendations focused on maintaining the quality of appointments, communication and continuity of care, monitoring GP turnover, improving external signage, and continuing to build on the positive and supportive culture that patients valued highly.