Enter and view: Eldene health centre and West Swindon health centre
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Healthwatch Swindon conducted an enter and view visit on Eldene health centre and one on West Swindon health centre on the 15th and 16th of February 2017. These centres are both multi-purpose, including the dental access service, footcare, dietetics, diabetes, various therapies and diabetic retinopathy screening, along with a GP practice at Eldene.
The visits were arranged to find out more about the range of services provided at both health centres, to compare the experience of users, patients and staff at both centres and to make practical recommendations about physical aspects of the premises which may have an impact on the experience of users.
Findings from the visits included:
At Dr Guilding's Eldene Surgery patients were keen to tell us that service delivery was exceptional - they had no concept of having to wait long periods of time for an appointment and gave 3 days as a maximum period of waiting time.
At the children's audiology clinic at West Swindon staff reported an exceptionally high number of missed appointments which concerned Healthwatch Swindon.
There is confusion in the public mind between the nearby Eldene Surgery and Eldene health centre. This results in patients going to the wrong building and having to be redirected. The position is exacerbated because diabetic retinopathy screening takes place at Eldene health centre but Great Western Hospital holds eye care clinics at Eldene Surgery.
The report included 5 recommendations:
Signage to and within both centres could be improved. Clear information about Eldene health centre as opposed to Eldene Surgery should be provided.
Induction loops at both centres should be installed and maintained.
Information leaflets, posters and general displays within both centres should be maintained and kept up to date.
Information about the services and facilities at both centres should be coordinated and maintained. This includes printed as well as online information.
This recommendation may apply to Wroughton hcealth centre and to the new Swindon health centre – the opening of which in May 2017 could be an opportunity to explain and promote all the services provided in all Swindon health centres.
There is a brief response from the service provider contained in the report;