Enter and view: Rushall Medical Centre

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

Healthwatch Walsall visited Rushall Medical Centre Carried on 22/08/2018.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed the infrastructure and facilities as provided are good and maintained as clean. Patient ability of seeing a GP of their choice appears to be low. Whilst the Extra GP Appointments poster/ information was displayed near the reception area, it was photocopied to a very small size in black and white. It was difficult to read and therefore may restrict a patient from clearly being aware of these appointments. Some patients commented that the change of the orientation of chairs in the main waiting room is not as good as before. The current seating plan does make use of the ‘Patient Information Point’ (though it was not working at time of visit) and faces away from the reception desk offering some privacy to patients at the reception desk.

The recommendations within the report state to consider utilising the PPG group, members, to promote the ‘Out of hours GP services’ to waiting patients in the surgery. Continue to promote Online Appointments as many patients were not aware of availability. Carer(s) checks pro-actively planned and carried out. Retain/ display a current Employers/ Public Liability Certificate (The Practice since forwarded current certificate). If the ‘Patient Information Point’ display system, issue can be resolved this may be an ideal display point for: PPG awareness and recruitment, out of hours appointments information, changes to practice services, promotion of seasonal treatment such as flu vaccinations etc. Display a larger more prominent poster for ‘Extra GP Appointments’. Display prominently opening times and appointment times available. Display prominently the complaints process in the surgery waiting areas.