Enter and View: Croft Medical Centre

Healthwatch Warwickshire did an announced Enter and View visit to Croft Medical Centre, a purpose-built building, on 9th September 2015. The surgery has a car park and some street parking also available. The inside was clean and decorated to a good standard.

The Healthwatch Enter and View team found the surgery met all their observation criteria. The electronic system screen was available in English, Polish, and Portuguese. A private room was available for patients who want to talk in confidence. Translation of some documents was available on request.

The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 5 out of the 17 respondents found the appointment booking system to be poor, “I don’t always get an appointment when I call in the mornings which is not good because I work shifts.”

A few people had problems with the punctuality of appointments at the surgery.

The team spoke to a PPG representative too who explained their role and their relationship with the surgery and other patients.

The report makes several recommendations and lists the actions the surgery has already taken and further actions to be taken. The surgery responded with further clarification of what actions they plan to take in light of the fact that some of the patient demographics are unique - deprivation, safeguarding and social isolation for example – these all also have an impact on service use. It was also noted that the number of patients consulted was small.