Enter & View: Lisle Court Medical Centre

Healthwatch Warwickshire did an announced Enter and View to Lisle Court Medical Centre, on 16th March 2015. The surgery was clearly signposted and visible from the main road. There were no concerns observed with the external building, however the team did not observe any disabled parking bays. The surgery was decorated to a good standard.

The healthwatch team found the surgery didn’t meet some of their observational criteria, but some actions had been taken since their visit and criteria implemented, such as waiting times being displayed to keep patients informed, and electronic check in was planned to be installed by the summer.

The Healthwatch questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Most respondents found the appointment booking system Good, and overall they did not have any complaints about the staff (GP, Nurses and reception staff). Reception staff were said to be “..polite and professional most of the time”, however, one patient said “Nurses should smile more”.

The report makes the following two recommendations:

- Informing patients, on the day, of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in reception to notify patients of current waiting times.

The surgery responded saying “This was discussed with our Patient Participation Group and signage has since been implemented advising patients to ask at reception for information if the patient is concerned the doctor is running late.”