Enter and view: The Haven Surgery

Healthwatch County Durham conducted an Enter and View visit to The Haven GP Surgery in April 2019. The visit was requested by the surgery, themselves, to gain insight into their patients' experiences of the surgery. The representatives made observations and collected feedback from 14 patients and staff.

Patients reported that the medical staff were professional and caring. The appointment availability for patients was good as they were able to book same-day appointments easily. It was reported that the waiting area could be situated a little further from the reception area to reduce anxiety and increase privacy.

Observations of the surgery included that there is a lack of privacy between the reception area and the waiting room. Noticeboards had plenty of information and posters on them. The staff showed good interaction with patients and used people’s first names. However, there were delays for appointments and some people waited a long time before they were seen. Although, patients were kept informed of the delays.

Recommendations included that staff should continue to uphold their positive outlook and caring attitudes. There was examples of good communication with the electronic monitor and calling people to appointments, this should be retained. The reception area could be reviewed to ensure that their is more privacy on offer. The appointment booking system was good and patients were happy that they were kept informed of delays. Referral to further types of complimentary services would be valued/welcomed.

The service provider responded positively to the report.