Enter and view: Maghull Health Centre

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

Healthwatch Sefton visited Maghull Health Centre from 09/01/2018 to 29/01/2018.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The findings informed that five announced Enter amd View visits took place within community services provided at Maghull Health Centre during January 2018 resulting in 83 completed reviews feedback forms. Community services at Maghull Health Centre provided by Mersey Care NHS Foundation Trust scored an average Healthwatch Sefton rating of 4 stars out of 5. (Note: Phlebotomy clinical services are sub-contracted to North West Boroughs Healthcare NHS Foundation Trust). Staff attitude – achieved 96% positive reviews / feedback. Quality of Treatment and Care – achieved 93% positive reviews / feedback. The phlebotomy clinic was identified as having only one nurse on a Thursday which patients felt resulted in much longer waiting times to be seen. It was identified through talking with patients and staff that GP surgeries had different referral systems into the phlebotomy services. Booking of phlebotomy appointments – It was highlighted via patients and staff that some patients prefer to book via the reception desk due to difficulties getting through on the phone lines. Patients continue to report difficulties in getting through on the phone lines to Maghull Health Centre and confusion with the answer service. The Trust has stated they are currently in the process of advertising for a part-time receptionist for Maghull Health Centre to support the morning clinics. Podiatry shared treatment room - patients who were spoken to were happy with the clinical environment. Podiatry booking of routine appointments – Patients spoken to stated they would prefer to be able to book their appointments as they leave the clinic. Staff spoken to also stated this would help with the phone line issues. This is an on-going issue from the previous outreach at the centre during October – November 2016. A podiatry task & finish group was set up by the previous community service provider, Liverpool Community Health NHS Trust, who identified through a supply & demand exercise a shortage of podiatrists and that 2 additional podiatrists were needed to be able to offer this service. This is an outstanding action. Disability Access was highlighted as an issue during the previous outreach October – November 2016. Access continues to be an issue via the double doors within the centre and the car park. Since the outreach carried out during 2016 an electronic intercom has been installed to assist patients and visitors but during the Enter & View visits it was found patients and visitors were still having difficulties not aware of the intercom. Notice boards in the waiting area – Identified by patients to be cluttered and not accessible to patients/ visitors with a visual impairment. Patient toilet – Identified by Enter & View members not clearly signposted for patients / visitors in the waiting area. Extra hand gel / sanitisers were requested by patients.

There were 12 recommendations documented within the report.