Enter and view: Healey Surgery

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Summary of report content

Healthwatch Rochdale conducted an announced Enter and View visit to Healey Surgery, on 8 November 2017 , as part of a programme of work designed around key trends emerging through their intelligence centre.

The Enter and View Authorised representatives interviewed the Practice Manager and 17 patients visiting the surgery about their experiences of accessing appointments, patient involvement and quality of care.

A large majority of the patients spoken to were happy with the quality of their care with 73% reporting they felt listened to and that they received good information during their appointments. Patient interviews highlighted the difficulty they experienced in booking appointments, although none of the patients spoken to were aware of, or had been signposted to, the 7 day, out of hour access service. Very few patients were aware of the Patient Participation Group run by the practice.

Healthwatch Rochdale made five recommendations which covered reviewing the membership and promotion of the Patient Participation Group; improving staff awareness and promotion of the 7 day Access Service; promotion of the online appointment booking service; a review of the cleaning matrix; and a sharing of good customer service practices observed during the visit.

The Practice acknowledged all five recommendations and outlined the timeline for actions to be taken.

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General details

Local Healthwatch
Healthwatch Rochdale
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Building, Decor and Facilities, including health and safety
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Public consultation and engagement
Written information, guidance and publicity
Prevention of diseases, including vaccination, screening and public hygiene
Caring, kindness, respect and dignity
Quality of treatment
Service organisation, delivery, change and closure
Staffing - levels and training

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Interviews
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Name of service provider
Healey Surgery

Details of people who shared their views

Number of people who shared their views
18
Age group
All
Gender
All
Does this report feature carers?
Not known
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