What we're hearing about Glenlyn Medical Centre
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In February 2024, Healthwatch Surrey spoke to patients at Glenlyn Medical Centre about their experiences of being a patient there. They asked open questions, allowing patients and staff to share their experiences. They also distributed a paper and online survey to local residents asking about local pharmacy and GP practices. The survey included questions about preferred methods of communication with the practice, what worked well and what could have improved their most recent experience of the practice.
Many patients shared experiences of what is working well, including feeling well supported by staff and, in particular, nursing staff. For others, however, being seen by someone other than a GP feels unsatisfactory and does not meet their needs.
Building people’s and patients’ understanding and confidence in other professionals is an area which needs further development. At the same time, demonstrating to patients that they are being listened to, and acknowledging their preferences, will also support improvements to the service for both patients and staff.
For some, booking appointments was easy and efficient. However, it was clear that many are finding it particularly difficult to navigate the website and online forms and many have experienced significant problems with the centre’s phones.
Operating across 2 sites creates problems for some patients who do not find it easy getting to appointments. Whilst this is related to a lack of access to public transport, being clear about appointment availability and offering a choice where possible would be an improvement for some.
Communicating more effectively with patients would address many of the frustrations currently being expressed. An effective Patient Participation Group (PPG) is one way to achieve this. Another way is developing a transparent listening culture within the centre, to demonstrate ongoing work aimed at improving patient experience, as well as allowing patients to share suggestions of what changes are needed alongside what is working well.
The report includes nine recommendations about trust, help to navigate options for accessing, choice, telephone systems, websites and the NHS App.