Enter and view: Humber Primary Care - Manor House

This is an Enter and View report by Healthwatch East Riding of Yorkshire. Healthwatch representatives visited the Manor House GP Practice to listen to patients and assess care recieved there.

Key findings:

• Staff were observed as being helpful and approachable by patients, colleagues, and visitors of the practice.
• The triage system in place to allocate patients depending on the severity of their needs, rather than a first come, first serve basis.
• Staff and management were all aware of the Friends & Family Test and where this is available for patients to fill out. The accessibility for patients to complete this test is diverse, with the documentation being available in person or online.
• The practice has a sufficient number of seats available for patients to use in the waiting area of the practice.

There are recommendations in this report:

Recommendation 1 - Methods of Booking GP Appointments
Consider patients preferences of how they choose to book their GP appointments and allow them a range of choices in doing this rather than restricting them to for example, using the telephone service.

Recommendation 2 - The Online Consultation Request Form
The online consultation request form should be investigated. Setting a target response time that patients should hear back from the practice and making patients aware of this could help with reducing calls/contact with the surgery to chase us requests. 

Recommendation 3 - Door at the Entrance to the Practice
Automatic doors to the entrance of Manor House as a replacement to the manual doors could prevent access barriers for patients who may be attending the surgery with for example, a wheelchair.

Recommendation 4 - Training 
Investigate whether all staff have completed their mandatory training. Setting a target date to complete these could ensure that no one misses training that is necessary for staff to be up to date in their roles.

Recommendation 5 - Time Between Patient Calls on Telephone System 

Investigate the time between patient calls to ensure there is adequate time for staff to document details of the patients’ details of their healthcare needs. 

Recommendation 6 - Triage System 
Creating awareness of the triage system with patients and staff could create less confusion for patients on why Care Navigators may offer them an appointment that may be a few days away rather than a same day appointment.

There are no follow up actions in this report.