Enter and view: Glenfield Surgery

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Summary of report content

Healthwatch Leicester and Healthwatch Leicestershire carried out and Enter and View at Glenfield Surgery on 5 September 2023. The results have been summarised below:

  • The practice uses software to monitor the management of incoming phone calls.
  • Appointments are not limited to single health issues.
  • Weekly reviews of patients by a specific GP at each residential care home.
  • Online appointments can be booked for blood tests and smear tests.
  • When all GP slots are taken patients can be redirected to pharmacies, and hubs or are asked to call back the next day. For urgent conditions an on-call GP can be available or the NHS 111 service.
  • The patients spoken to were ‘satisfied’ or ‘very satisfied’ with the practice overall.
  • All patients spoken to thought the medical care was good.

 

The following recommendations have been made:

  • Consider all the comments recorded from patients
  • Consider making GP appointments available for patients to book using the online system
  • Consider addressing the number of patients who Do Not Attend (DNA) appointments
  • Consider having a lower reception desk for wheelchair users

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General details

Local Healthwatch
Healthwatch Leicester
Healthwatch Leicestershire
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Accessibility and reasonable adjustments
Administration (records, letters, results)
Booking appointments
Building, Decor and Facilities, including health and safety
Complaints
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Integration of services and communication between professionals
Medication, prescriptions and dispensing
Public consultation and engagement
Quality of treatment
Remote appointments and digital services
Staffing - levels and training
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Not Known

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
4
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