Enter and view: Cole House Surgery

Healthwatch Warwickshire did an announced Enter and View visit to The Cole House Surgery on 11th January 2016. The surgery is in good condition externally and nice, bright and airy from inside. The waiting area had been redecorated due to plaster being renewed on walls. The parking at rear had one disabled space but there is a public car park close by.

The Healthwatch Enter and View team found the surgery met almost all their observation criteria. The patients collect a numbered paper ticket and see the doctor in number order. The reception is separate, but a private room is also available if needed for privacy. Reception keeps patients informed about any delays in the appointments. Up to date information is displayed on the board and several members of the PPG were present on the day of the visit and talked to the Healthwatch team.

The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Out of the 20 patients Healthwatch talked to 9 found the surgery to be excellent on the appointment booking system, while 12 found the opening hours to be excellent. The GP and the Nurse got very good ratings too but only half of the respondents found the punctuality of appointments to be excellent. 18 out of 20 found the overall quality, care, treatment and service at the surgery to be excellent, “More than happy.” The Surgery also telephones mothers the day before a baby clinic is due to take place. This is encouraged as an effective way of reducing non-attendance.

No specific recommendation was made by Healthwatch. They were also advised that the Surgery would shortly be introducing a text message appointment reminder system. Additionally, we were advised that the Surgery has a dedicated mobile phone number for terminally ill patients or their relative, aimed at supporting these patients

There was no response from the surgery.