Enter and view: Castlecroft Medical Practice

Healthwatch Wolverhampton conducted an unnanounced Enter and View visit to the Castlecroft Medical Practice on the 31st May 2019. The visit centred around 8 principles which were assessed. These included a health environment, essential services, access, a safe, dignified and quality service, information and education, choice, being listened to, and being involved.

The report found that the external environment was well maintained and accessibility needs were catered for. The internal environment was clean and tidy with clear signage through the practice to all amenities and services. Most patients expressed that they were able to access appointments when they needed them, however, struggled when accessing same day appointments. All 10 patients engaged with felt treated fairly and that they could be themselves. Staff highlighted that interpreters were available and could be arranged at the time of booking an appointment. The majority of patients felt that their specific needs are met although, there were reports that the GPs do not listen. All patients said they had observed information contained on the notice boards and felt they were kept up to date. Additionally, patients felt that they had no choice over GP not treatment that they received. Although, staff told representatives that patients could request to a see GP of their choice, but if they were not in that day, they would have to see someone else. Most patients said they felt they had enough time to raise medical concerns with GPs. However, most patients’ appointments were running either 10 to 20 minutes late.

The recommendations made in the report included that the PPG information be displayed in the reception area; online appointment booking be encouraged with posters in the waiting area; introduce more themed notice boards; consider making all patients aware of the translator services; and improve staff attitudes towards experiences of patients. 

The service provider responded to the report.