Enter and view: The Glenfield Surgery

Healthwatch Leicestershire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Leicestershire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Healthwatch Leicestershire visited The Glenfield Surgery on 5th January 2015

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Leicestershire found patients arriving at the surgery were checked in for their appointments efficiently and knew where to wait to be seen. Healthwatch Leicestershire saw reception staff interacting well with patients. Patients told them that the appointment system could be improved as it is difficult to contact the surgery over the telephone to make an appointment and many patients Healthwatch Leicestershire spoke to were unaware of the online booking system. Patients with limited mobility would find it difficult to access the building without assistance. Information and notices for patients were not clearly displayed in the waiting rooms or lift and the televisions in the waiting rooms were not being utilised. Additional facilities such as a children’s play area, blood pressure monitor and breastfeeding room would be of benefit to patients.

Healthwatch Leicestershire made 8 recommendations in relation to appointment booking, access and patients information.