Enter and view: GP Report Worle Health Centre, North Somerset

An announced visit by 2 representatives with background research, out of hours and prompt questions to the Practice Manager.

Findings:

• A proactive Patient Participation Group who meets quarterly, works closely with the Practice to improve access issues for patients.

• Staffing levels addressed for busier periods to reduce waiting times for patients.

• The Practice does not provide out of hour’s services to their own patients, this is provided by the local provider Brisdoc. Patients are directed to this service by the practice outside of normal practice hours via a telephone message advising patients to ring 999 for life threatening conditions or 111 if the patient cannot wait until the surgery reopens. This information is accessed both by the website and a telephone message.

Healthwatch North Somerset recommends:

Information regarding the Patient Participation Group (PPG) was not visible, the Enter and View Representative was informed by the Deputy Practice Manager that the Practice encouraged and engaged with their PPG but it was felt that the role of advertising this meeting was the responsibility of the PPG members themselves and not the practice. The practice could allocate board space in the waiting area for in order that the PPG can post visible information.

There is no information providing names or photographs of the surgery staff displayed, a name board with photographs displayed in the waiting area would give a more personal touch for patients.

Providers Response:

There was a poster up in the waiting room for Friends and Family which must have been missed by the representative.