Enter and view: Manor Court Surgery
Download (PDF 311.34 KB)Summary of report content
Healthwatch Warwickshire did an announced Enter and View visit to Manor Court Surgery on 24th September 2015. The surgery was housed in the old Manor Hospital building and shared the site with an acute Mental Health Unit, and Elderly and Mentally Inform Unit, and other mental health departments. The site was also a District Nurse base. It was clean and tidy from inside and the car park had 4 disabled spaces.
The Healthwatch Enter and View team found the surgery met almost all their observation criteria. It didn’t have an electronic check in system and the calling system consisted of numbers given on colour coded cards to patients. Each doctor representing a different colour. Lights would flash for next patient.
The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Out of the 60 responses received, 10 found the appointment booking system to be poor, “trying to get in is difficult – I had to phone for 3 days to get an appointment.” 4 patients found the punctuality of appointments to be poor, “Wait for a GP but not for a nurse.” 49 out of the 60 rated the overall quality, care, treatment and service from the surgery as good.
The report makes a few recommendations:
• The Surgery look into the concerns raised by the patients in respect of the appointment booking system.
• Informing patients on the day of any delays which may impact their appointment.
• Surgery to ensure that all staff are familiar with the complaints procedure should they be asked.
The surgery responded with an acknowledgement and thanks.