Enter and view: Dordon Surgery

Healthwatch Warwickshire did an announced Enter and View to Dordon Surgery, a purpose built surgery, on 13th April, 2015. The team found there was no visible signage from the road directing people to the surgery, and the car park was large with disabled bays. The internal decoration of the surgery was clean and spacious.

The healthwatch team found the surgery didn’t meet some of their observational criteria, because it didn't have an electronic check in and not much privacy at the reception for patients. There were no books or toys for children in the waiting area and information for patients wasn't available in other formats.

The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. About half of the respondents found the appointment booking system average while 11 found it poor, “Tried 20 times before I got through this morning.” More than half rated the punctuatlity of the appointments as Poor.

The report makes several recommendations:

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

- Informing patients on the day of any delays which may impact their appointment.

- The surgery make better use of the Patient Participation Group (PPG) notice board so that patients are aware of the role of the PPG and have opportunity to review documents such as the minutes of meetings and results of surveys.

The surgery responded saying they are currently looking at updating the call in system which would involve an electronic self-check in screen, while also will put up a sign to inform patient that they can ask to speak to the receptionist in private. The practice is currently looking into having a patient information screen. The practice will provide suggestion slips and pens. The practice now offers on-line booking. This is being advertised in the surgery and on the practice website recommendations.