Enter and view: Keele Practice

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Summary of report content

Healthwatch Staffordshire and Healthwatch Stoke-on-Trent undertook an enter and view visit to Keele Practice on 16 January 2025 as they had heard both positive and negative feedback about this service.

The report looks at:

  • The internal and external environment
  • Patient experience, including about the digital consultation system
  • Patient experience of staff

The report has nine recommendations and a response from the provider to each.

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General details

Local Healthwatch
Healthwatch Staffordshire
Healthwatch Stoke-on-Trent
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Accessibility and reasonable adjustments
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Cleanliness, Hygiene and Infection Control
Complaints
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Parking and transport
Remote appointments and digital services
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

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

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
Keele Practice
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