Enter and view: Graham Road Surgery

Healthwatch North Somerset undertook an enter and view visit to Graham Road surgery on 22 November 2022 to follow up on an earlier enter and view visit in January 2020. They wanted to hear from patients and observe their experiences at the surgery.

The Practice Manager said that the services provided by the surgery had improved due to a new phone system, improving the number of appointments and opening on one Saturday per month.  They had also improved the signage in the surgery.  They acknowledged issues that the surgery faced including transport links and the age and condition of the building

A survey of patients found:

• Most people like to book an appointment by telephone. 
• Three in five said it was difficult or very difficult to book an appointment. Half of patients surveyed felt they could get an appointment when they wanted one.
• Three in five said they had seen no improvement to the phone wait time as a result of the new phone system
• Over three in five of the comments received concerning reception staff were positive.
• Over two thirds were able to see the professional they wanted.  Most patients felt their needs had been met by the clinicians.
• Over three quarters s had taken medication prescribed by the surgery and half felt that the communication between the surgery and the pharmacy was both correct and easy.
• Three quarters felt that home visits  were satisfactory.
• Nearly two thirds of the surveyed patients had experienced a referral and over 78% were “positive” or “very positive” about this.

The report also looks at:

• The building and reception area
• Waiting room
• Information board
• Good practice
• Out of hours access
• Practice website

The report contains ten recommendations about dispensing medication, information, involving family members in appointment, cleanliness, telephone appointments system, feedback, parking and seating.

The report contains a response from the provider.