Enter and view: Castle Medical Centre

This Healthwatch Warwickshire Enter and View report summarises a visit to Castle Medical Centre in Kenilworth on 28 November 2016. The practice served approximately 12,118 patients and provided a wide range of services including chronic disease clinics, minor surgery, physiotherapy assessments, smoking cessation support and research activities. 

Overall, the report found that patients were highly satisfied with the quality of care and services provided. Twenty-seven patients completed questionnaires and most rated the appointment system, opening hours, access, cleanliness, clinical care and overall service as either good or excellent.

The surgery premises were observed to be modern, well maintained and accessible. The building had recently been extended and refurbished, with accessible facilities, electronic self-check-in, hearing loop provision, audio and visual appointment-calling systems, and private areas available for confidential discussions. Staff photographs and information were displayed electronically throughout the surgery.

Patients were particularly positive about the GPs and nurses. Many described doctors as considerate, personable and responsive, while nurses were praised for the quality of care they provided. Most respondents rated both clinical groups as excellent or good. 

Reception staff also received largely positive feedback. Patients generally found staff helpful and friendly, with some commenting that services had improved over time. Healthwatch highlighted the practice's approach of handling telephone calls in a separate room away from the reception desk, which both improved confidentiality and allowed reception staff to focus on patients attending in person. 

Several areas for improvement were identified. Some patients reported difficulties getting through on the telephone, concerns about continuity of care when trying to see a preferred GP, and occasional waits for appointments. Parking was also a recurring issue, with comments noting that there were only two disabled parking spaces and limited capacity overall. 

The waiting room environment was generally positive, although there was no dedicated children's area, notice boards were under review, and some patients felt the waiting area could be made more welcoming. Healthwatch also noted that information about extended appointment delays was displayed on screens, but the text size was too small and could be difficult for patients to read.

The report found that patients were generally involved in decisions about their care, with most responding that their clinicians explained treatment plans and decisions clearly. Overall ratings for care, treatment and service quality were overwhelmingly positive. 

Healthwatch made two recommendations. It recommended that the surgery make appointment waiting-time information more visible to patients and share its good practice of managing telephone calls away from the reception desk with other GP surgeries. No additional comments were provided by the practice in response to the report.