Enter and view: Horizon Health Centre
Download (PDF 1.13 MB)Summary of report content
Healthwatch North Somerset undertook an enter and view visit to Horizon Health Centre on 22 November 2022 to follow up on an earlier enter and view visit in January 2020. They wanted to hear from patients and observe their experiences at the surgery.
The deputy manager said that the services provided by the surgery had improved due to a new phone system and recruiting an extra GP and mental health practitioners.
A survey of patients found:
- Most people like to book an appointment by telephone.
- Three in five said it was difficult or very difficult to book an appointment.
- Three in five said they had seen no improvement to the phone wait time as a result of the new phone system
- Over three in five of the comments received concerning reception staff were positive.
- Over two thirds were able to see the professional they wanted. Most patients felt their needs had been met by the clinicians.
- Over three quarters s had taken medication prescribed by the surgery and half felt that the communication between the surgery and the pharmacy was both correct and easy.
- Three quarters felt that home visits were satisfactory.
- Nearly two thirds of the surveyed patients had experienced a referral and over 78% were “positive” or “very positive” about this.
The report also looks at:
- The building and reception area
- Waiting room
- Information board
- Good practice
- Out of hours access
- Practice website
The report contains six recommendations about staffing, reception, the phone system, noticeboards and seating.
The report contains a response from the provider.