Enter and view: Cole House Surgery

Healthwatch Warwickshire undertook an Enter and View visit to Cole House Surgery on 11 January 2016. The visit found that patients were very positive about the practice, with 20 people completing questionnaires and the vast majority rating the surgery, GP, nurse and reception staff as excellent or good. Patients particularly praised the quality of care, staff friendliness, cleanliness of the premises and the overall service they received. 

The practice was observed to be clean, bright, accessible and well maintained. Information was clearly displayed, translation services and a hearing loop were available, and patients were informed if appointments were running late. Patients gave especially positive ratings for the GP, nursing care, reception staff and involvement in decisions about their care, with many describing the surgery as friendly and supportive.

The main concern raised related to the appointment booking system. One patient reported difficulties getting an appointment because telephone lines were often engaged, and another noted that opening hours could clash with school or college commitments. However, ratings for appointment punctuality, access to the surgery and opening hours were generally very positive overall. 

Healthwatch Warwickshire highlighted several examples of good practice, including plans to introduce text message appointment reminders, telephone reminders for baby clinics and a dedicated mobile phone service for terminally ill patients and their relatives. The report concluded that Cole House Surgery was a highly regarded practice that delivered a positive patient experience.