Enter and view: Drs Reddy and Nunn

This is an enter an view report by Healthwatch East Riding of Yorkshire. Healthwatch representatives visited the Drs Reddy and Nunn GP practice to speak to patients and assess the care delivered there.

Key findings:

• Staff were observed as being friendly and approachable by patients, carers, and other colleagues in the practice. This was reflected in some of the comments provided by patients in their survey and interactions that the Healthwatch ambassadors engaged in during their visit.
• Patients being seen within 24 hours of their appointment request, due to being deemed as having urgent healthcare needs.
• Staff and management were all aware of the Friends & Family Test and where this is available for patients to fill out. The accessibility for patients to complete this test is diverse, with the documentation being available in person or online.
• The practice makes use of the spaces they have available to accommodate the needs of the high volume of patients they have registered at the surgery. This can be seen through the development of two waiting areas with a sufficient number of seats for patients.

There are recommendations in this report:

Recommendation 1 - Methods of Booking GP Appointments
Consider patients preferences of how they choose to book their GP appointments and allow them a range of choices in doing this rather than restricting them to for example, using the telephone service.

Recommendation 2 - Awareness of the Importance of Pharmacy First 
Creating awareness of the Pharmacy First scheme with patients and staff could create less confusion for patients on why Care Navigators may ask whether patients have attended a pharmacy or may direct them to consult a pharmacist for their health needs.

Recommendation 3 - Peer Supervision 
Implement peer supervision sessions to encourage resilience and morale boosting within the practice. This should be alongside regular supervision sessions with managers to ensure staff continue to be supported and any issues are identified at an early stage.

Recommendation 4 - Staff Recruitment 
Recruit more staff, specifically secretaries, to decrease the burden and pressure on the existing team.

Recommendation 5 - Safety Features 
Training for staff on safety policies and procedures that are in place is needed as a reminder to staff of features such as panic alarms. This will ensure safety of staff and patients in any incident that may occur.

There are no follow up actions in this report.