Enter and view: Chancery Lane Surgery

Healthwatch Warwickshire did an announced Enter and View visit to Chancery Lane Surgery, a purpose-built building, on 25th August 2015. No concerns were observed with the external building condition, and there were 8 car parking spaces available but only one disabled space. From the inside the surgery was clean and tidy, though a little tired in places.

The Healthwatch Enter and View team found the surgery met most of their observational criteria. There was a separate window for prescription and reception, and the staff come out and call in the patients themselves.

The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Of the 24 responses 4 found the booking system to be poor, “You struggle to get an appointment if you can't get in at 8 o'clock you might have to wait a week.” 22 people rated the overall quality, care, treatment and service as good.

The report makes three recommendations:

• The surgery look into the concerns raised by the patients in respect of the appointment booking system.

• The surgery consult with the Patient Participation Group (PPG) about having space on the notice boards in the reception area to raise awareness of the group and its activities.

• The surgery install a complaints box in the reception area in line with the notice that states that one is available.

There is a response from a PPG member explaining they will discuss the possibility of having a board with more information about their services.