Enter and View: Clarendon Lodge Medical Practice
Download (PDF 304.87 KB)Summary of report content
Healthwatch Warwickshire did an announced Enter and View to Lisle Court Medical Centre, on 23rd March 2015. The surgery, which is located in two converted houses, was clearly signposted and visible from the main road. The team felt that the communal area of the surgery would benefit from redecoration. There was enough car parking spaces, including disabled ones, however there is no lift in the surgery while some consulting rooms are located on the first floor.
The healthwatch team found the surgery didn’t meet some of their observational criteria, because it lacked privacy at the reception area and waiting times were not displayed to inform patients how long the wait is.
The Healthwatch questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 4 out of 48 respondents found the appointment booking system poor, “I find the appointments system difficult. Harder than in the past”, while 45 out of 48 found the GP Good, “My GP has looked after me very well. I am always listened to”.
One patient said, “I think it is an outstanding GP surgery. Overall the service is great”.
The report makes the following two recommendations:
- The surgery needs to look into the concerns raised by the patients in respect of the appointment booking system.
- Keep patients Informed on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception or the use of the electronic check in to notify patients of current waiting times.
The surgery responded to the first recommendation saying , “We have over 3000 patients signed up to our online appointment booking system. At the moment patients are only able to book GP appointments in advance via this facility. The surgery will be migrating to a new system in August which may affect this.”