Enter and view: The Grange Medical Centre
Download (PDF 301.9 KB)Summary of report content
Healthwatch Warwickshire did an announced Enter and View visit to The Grange Medical Centre, a purpose-built building, on 3rd August 2015. Signage to the surgery was visible from the road and the car park was of reasonable size with disabled bays available. The inside of the surgery was clean and spacious, although the clock wasn’t working at the time.
The Healthwatch team found the surgery met most of their observational criteria. The electronic check-in was not working on the day of the visit. The surgery was in the process of installing a complaint/comments box. If the patients wanted privacy they were taken into a separate room.
The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 6 out of 66 respondents found the appointment booking system poor, “Even my 4-year-old son can’t get an appointment. I find I’m having to tell the receptionist the symptoms. I shouldn’t have to justify why I need an appointment for a child.” Quite a few (21 out of 66) patients found the access to the surgery poor. The staff were rated good overall by the respondents, but punctuality of appointments seemed to have a few issues.
The report makes the following recommendations:
• Surgery to look into concerns raised by patients about appointment booking system.
• Informing patients on the day of any delays which may impact their appointments.
There was no additional response from the surgery