Enter and view: Hazelwood Group

Healthwatch Warwickshire did an announced Enter and View to Hazlewood Group Practice on 27th April 2015. The external of the building was in good condition with the entrance showing some signs of wear and tear. The interior is clean with some paintwork requiring attention and the furniture in waiting area may need updating due to some seating being damaged.

The Healthwatch team found the surgery didn’t meet several of their observational criteria. There was not much privacy at reception for the patients, however patients were offered to speak in a private room if they wanted. The furniture in the meeting room was considered a hazard for children. The surgery also didn’t advertise translation services on the premise that it’s not asked for.

The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. 13 out of the 58 respondents found the appointment booking system to be poor, “Phoned for half an hour, that’s normal. Need appointment for children offered 4 weeks in advance.” Everyone but one person rated the cleanliness of the surgery as ‘Good’. One patient said, “Time slot concerns - have been told “Your time is up, you will have to come back next week”.

The report made two recommendations; that the surgery work in conjunction with the Patient Participation Group to look into concerns raised by the patients in respect of the appointment booking process, and that the surgery proactively inform patients on the day of any delays which may impact their appointment.