Enter and view: Highgate Surgery Clover Group

Healthwatch Sheffield gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Sheffield to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Healthwatch Sheffield visited Highgate Surgery on 20/06/2018.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed this is a practice with a high level of patients whose first language is not English which may impact upon the length of consultations, the number available and consequent waiting times for patients. The registration health check clinic is a positive service that ensures both the practice and new patients are aware of their health needs and services available.

The recommendations within the report state to continue to review appointment systems and assess the impact of the “drop in” service on patients. To continue the good work in providing health registration clinics. To actively promote services available on the new website such as, booking appointments online and the ordering of repeat prescriptions and ensure that this is available in languages relevant to the patient population. Actively promote the Patient Participation Group (PPG) and highlight any changes implemented in the surgery as a result of their input eg “You said, We did”. Also, making the minutes of the PPG meetings available on the website. Ensure the display board in the waiting room has information on the number of Did Not Attends (DNA), (include the impact this has on the availability of appointments for other patients) alongside information on how to cancel appointments. Explore opportunities for staff to undertake training on how to deal with patients over the phone that will benefit both staff and patients.