Enter and view: Hawthorn Medical Centre

Healthwatch Swindon had set out to hear about the range of services provided at Hawthorn Medical Centre, compare the experience of users, patients and staff compared to other surgeries and make practical recommendations about physical aspects of the premises that may have an impact on the experience of users.

Observation by the Enter and View representatives reported that: Building signage for Hawthorn Medical Centre could be improved with the addition of a medical sign and the entrance sign depicted in easy read format; Consideration should also be given to conducting spot checks on parking to minimise patients without a Blue Badge occupying spaces or blocking access to reception; Consideration should be given to relocating the dropped kerb in line with the disabled parking bays to avoid the necessity of patients walking into the line of traffic as well as the leveling of uneven paving slabs to minimise potential trip hazards; Consideration should be given to making the pharmacy secure from the possibility of unwanted intruders; Signage for using the electronic check-in screens should be in easy read format; All management and staff should be made aware of the Accessible Information Standard and consideration should be made to replace those leaflets and posters that do not meet the Standard; Healthwatch Swindon only had the opportunity to talk very briefly to two patients during our visit. They expressed their concern regarding the lack of a disabled toilet and that they had been waiting for half an hour for their appointment. In fairness, when they were called in by the doctor he immediately apologised for the delay.

Discussion with Practice Manager was positive overall and considerations were shown in many areas for those patients with learning difficulties. However, it was felt that the service offered to people, specifically those with learning difficulties, could be further improved.

This included training staff on how to better support adults with learning difficulties; automatically offer a double time slot and the chaperone facility to patients when booking an appointment; and greater consideration given to the process to encourage all those on the learning disability register to attend their annual health checks, but not compulsory. This to be accompanied with the introduction of easy read reminder slips to complement the easy read appointment letters and consideration given to the introduction of braille services for those patients with vision impairment.