Enter and view: Whitenash Medical Centre

Healthwatch Warwickshire did an announced Enter and View visit to Whitnash Medical Centre on 19th January 2016. The surgery is in a purpose built building which is well maintained from outside and in good condition from inside, with two waiting rooms. There are two allocated car parking spaces outside, one of which is for disabled patients.

The Healthwatch Enter and View team found the surgery met almost all their observation criteria. The access through the front door for a double pushchair seemed to be a problem. There was an electronic display in the waiting area and the nurse came out to call her patients. The electronic check in offers other language options, and there was a PPG member available on the day to talk to Healthwatch.

The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 34 patients spoke to Healthwatch and gave feedback. 18 of them found the surgery appointment booking system to be good. Most respondents found the GP to be excellent while even more patients found the Nurse to be excellent. The feedback about the punctuality of appointments was not as positive, “I have waited 35 minutes, and no one informed me why.” Another patient commented “In the last year I have seen 5 locums and it’s not the same as seeing your own doctor. They just send you away with something.”

Healthwatch made two recommendations: Informing patients on the day of any delays which may impact their appointment, and for the Surgery to raise awareness and maximise use of online appointment bookings to help reduce the amount of telephone traffic.

The surgery responded saying they are pleased with the report and comments. They will action the points suggested to raise awareness of online access and improve communication regarding delays.