Enter and view: Worthen Medical Centre

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

Healthwatch Shropshire visited Worthen Medical Practice on 18/04/2018.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed that there was level access to the surgery, but signage on the building was hard to see. The entrance door is not visible from the car park. The information about surgery opening hours displayed in the practice does not match what is on the website and what the visit team were told. The staff we spoke to be all aware of the importance of clear communication with patients. We observed staff talking to patients in a professional and friendly way. Although there is an electronic registration screen in the entrance lobby, it is no longer used. All patients register at reception. The waiting room is very quiet so conversations between waiting patients and conversations with the receptionist are easy to hear. Healthwatch Shropshire were told that staff knew most of the patients, and this was evident during our visit. The staff they spoke to were aware of the term 'Accessible Information'. A system of flagging patients with communication needs was in place within the electronic patient records. Staff were aware of the flagging system. Most of the patients they spoke to had not been asked about their communication needs. Patients were very complimentary about the Practice. Patients liked the appointment booking system, with open access in the morning and pre-booked appointments in the afternoon.

The recommendations within the report state displaying information for patients. Improving the signage on the building to make the entrance door more obvious from the car park. Updating the information about surgery opening hours by the door to match those on the website and what we were told. What can be done to ensure patient privacy when patients are speaking to staff at reception. Introducing a system to ensure that all existing patients know to inform the surgery about their communication needs and are aware of the support the surgery can provide. This includes ensuring that information is clearly highlighted on the website. Removing the unused patient electronic registration screen from the entrance lobby to free up a better space for the leaflet rack. Increase the font size of Practice notices displayed in the waiting area to meet the AIS.