Enter and view: Great Lumley Surgery
Download (PDF 502.92 KB)Summary of report content
This report was written by Healthwatch County Durham following the decision to do a 'positive enter and view' at a surgery known for good practice. The Healthwatch visited Great Lumley surgery.
The report was published 21 April, 2017 with a set of structured interview work being completed beforehand. A total of 33 responses were gathered from face to face discussions with both patients and staff.
Overall sentiment was positive.
A set of recommendations is included in the report. No response from related providers is attached.
Summary of recommendations:
- Retaining the clear procedure around appointments was a priority for patients as they felt the present system was, and is,very effective. They told us that this practice has a system that works for them. They valued being able to get a prompt appointment, felt that they were dealt with quickly, did not wait long and that there was good follow up care after treatment or surgery. There were lots of examples of staff being responsive and taking action quickly, where necessary.
- Patients at this practice feel listened to by doctors, nurses and reception staff. They felt that staff were friendly and helpful. As a consequence of this people felt ‘human’ rather than a ‘number’. Maintaining a personal touch is valued here and seen as what is appealing.
- We were told that there is a good, quality service provided here, so much so that nothing should be changed. People said that the surgery and its service should be kept as it is. Some suggestion was made that in fact,what made this service effective was that any changes to policy/procedure had not been allowed to overpower/dissolve the patient centered focus here, where it might have elsewhere.
- Patients valued having choice and flexibility around seeing a particular GP. Potential to see the same doctor was raised as important especially where patients had an underlying medical support need (i.e.-mental health issue). To see someone who understood and had some sort of prior relationship, gave people confidence around effective diagnosis.