Enter and View: Keats Grove Surgery

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Summary of report content

Healthwatch Wolverhampton carried out an announced Enter and View visit to Keats Grove Surgery on 25th June 2019. The practice had 6400 registered patients, 3 GPs, 2 Nurses, 6 part-time receptionists, a Practice Manager and an Assistant Practice Manager along with 3 administrative staff. Heathwatch staff spoke to several patients to gather their feedback about the service as well as spoke to the Practice Manager.

Based on the feedback, Healthwatch Wolverhampton concluded that the experience of patients was mixed. There was a need to improve communication and access to appointments.

The report made several recommendations around accessibility, information sharing and Patient Participation Group meeting times. The providers responded by confirming they would look into and address the issues raised.  

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General details

Local Healthwatch
Healthwatch Wolverhampton
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Building, Decor and Facilities, including health and safety
Parking and transport
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Complaints
Written information, guidance and publicity
Accessibility and reasonable adjustments
Medication, prescriptions and dispensing
Public consultation and engagement
Caring, kindness, respect and dignity
Quality of treatment
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Name(s) of the partner organisation(s)
No
Primary research method used
Observation (eg Enter and View)
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Name of service provider
Keats Grove Surgery

Details of people who shared their views

Number of people who shared their views
10
Age group
All
Gender
All
Sexual orientation
Not known
Does this report feature carers?
No
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