Enter & View Report Spectrum Health Oadby

This an an enter and view report from Healthwatch Leicester and Healthwatch Leicestershire on Spectrum Health, conducted on 29th March 2022.

The purpose of the visit was:

• To gather patient views of the service provided at Spectrum Health
• To observe the facilities and operation of the service
• To observe patient access

The visit was observational, involving the authorised representatives observing the surroundings to gain an understanding of how patients engaged with reception staff and the facilities. To reach patients, the spoke to the management team prior to the visit about using the GP text messaging service. The text message was sent to the patients, and they received 198 responses. 

Summary

• The waiting areas were bright and clean
• Information leaflets for patients were in a display rack and were easy to access
• We saw Covid-19 preventative measures in place throughout the practice
• 69.5% of patients rated the practice as ‘very good’ or ‘good’
• Patients told us it is easy to get through to the practice on the phone
• Patients commented on being able to access appointments easily and within a reasonable time frame
• There were positive comments about staff at all levels from the reception staff to the medical staff 
• People commented upon the extended opening hours as a positive aspect of the practice
• There was a mix of feedback about getting an appointment at the practice with very positive comments about the ease of getting an appointment and negative comments about not always being able to get an appointment with a doctor
• The process to book an appointment was commented upon negatively by some with the need to call early in the morning to get an appointment
• There were some comments about there being a lack of doctors available and being seen by a nurse instead which some felt was not always appropriate
• For patients who have had a telephone or online appointment, comments varied from positive to negative using words from ‘excellent’ to ‘unhappy’
• 55.5% of patients said that they can normally see a doctor or nurse for urgent appointments
• The repeat prescription service was rated highly by patients

Recommendations

1. Provide information about the PPG in the practice for patients to access.

2. Review the balance of sponsorship and health posters within the practice and provide relevant health information for patients utilising the TV screens.

3. Consider providing community information and details for local support groups within the practice.

4. Review the access for wheelchair users and pushchairs within the reception area.

5. Display the latest CQC rating poster for patients.

6. Review the volume of the music in the reception area as this could be too loud for patients with hearing issues.

7. Provide a feedback box for the compliments and suggestion cards.

8. Ensure that patients are routinely offered the option of seeing a doctor or nurse of their choice.

9. Ensure patients are aware of the process for making appointments and the choices available