Enter and view: Laurel House Surgery

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Summary of report content

Healthwatch Staffordshire conducted an Enter and View visit to Laurel House Surgery in March 2020. Feedback was collected from 20 patients and 1 member of staff.

The report found that the surgery is accessible and well maintained. There were no electronic calling systems as Doctors came to the waiting rooms to collect patients, this helped when patients had sight and hearing impairments. There was some information about the Patient Participation Group (PPG) although this was not prominently displayed. Adjustments for patients are made in a timely and sensitive manner. Patients who do not attend appointments are not sanctioned. 

A number of recommendations were made, including increasing mental health support information; introducing exterior signage for disable access; and ensure all staff are trained in Care Navigation.

The service provided a response to these recommendations. 

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General details

Local Healthwatch
Healthwatch Staffordshire
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Booking appointments
Building, Decor and Facilities, including health and safety
Parking and transport
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Complaints
Lifestyle and wellbeing; wider determinants of health
Written information, guidance and publicity
Accessibility and reasonable adjustments
Public consultation and engagement
Staffing - levels and training
Service organisation, delivery, change and closure
Caring, kindness, respect and dignity
Waiting times- punctuality and queuing on arrival
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Survey
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)
Name of service provider
Laurel House Surgery

Details of people who shared their views

Number of people who shared their views
21
Age group
All
Gender
All
Ethnicity
All
Sexual orientation
Not known
Does this report feature carers?
No
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