Enter and view: Healey Surgery
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Healthwatch Rochdale conducted an announced Enter and View visit to Healey Surgery, on 8 November 2017 , as part of a programme of work designed around key trends emerging through their intelligence centre.
The Enter and View Authorised representatives interviewed the Practice Manager and 17 patients visiting the surgery about their experiences of accessing appointments, patient involvement and quality of care.
A large majority of the patients spoken to were happy with the quality of their care with 73% reporting they felt listened to and that they received good information during their appointments. Patient interviews highlighted the difficulty they experienced in booking appointments, although none of the patients spoken to were aware of, or had been signposted to, the 7 day, out of hour access service. Very few patients were aware of the Patient Participation Group run by the practice.
Healthwatch Rochdale made five recommendations which covered reviewing the membership and promotion of the Patient Participation Group; improving staff awareness and promotion of the 7 day Access Service; promotion of the online appointment booking service; a review of the cleaning matrix; and a sharing of good customer service practices observed during the visit.
The Practice acknowledged all five recommendations and outlined the timeline for actions to be taken.