Enter and view: Great Harwood Medical Group

This is an enter and view report from Healthwatch Lancashire.

Healthwatch Lancashire Enter and View representatives made an announced visit on Friday 8th September and received feedback from three patients and seven members of staff.

Conversations with patients and staff are adapted to capture individual experiences to help assess the quality of services. Patients were asked about their general feelings about the GP Surgery including their experience of making an appointment, communications, and the surgery environment. Conversations with staff included their thoughts about provision, appointment management, communication, staffing levels and support, including training.

Healthwatch Lancashire Representatives also recorded their own observations on the environment and staff interactions.

To retain confidentiality and anonymity of respondents, names, pronouns, and any identifiable details have been removed from quotes.

There are recommendations in this report.

• Present information in an accessible format in the waiting areas using colour documents and a clutter free display
• Continue to educate patients about different methods that are available to make appointments such as the online app or telephone system
• Make sure that any updates that you provide on the website are also presented in an accessible format at the practice
• Make sure that information about out of hours appointments and extended services is clear in the practice and on the website
• Signpost patients to local organisations who can provide support to people who are at risk of being digitally excluded

There are follow up actions in this report. The actions are detailed with the provider response at the end of the report.