Enter and view: Meadowfield Surgery

Healthwatch County Durham carried out an enter and view visit to Meadowfield Surgery on 3 July 2018 to gather independent patient feedback and identify examples of good practice. During the four-hour visit, Healthwatch carried out 24 conversations with patients and staff and received one completed survey before the visit, giving feedback from 25 participants in total. 

Patients were very positive about the surgery, frequently praising the friendliness, professionalism and empathy of doctors, nurses and reception staff. Many valued being listened to, having a named GP who knew them personally, and being able to access appointments quickly. Patients also highlighted the quality of mental health support, diabetic services, follow-up care and the convenient location next to a pharmacy.

Healthwatch observed a clean, welcoming and accessible surgery with a child-friendly waiting area, clear information displays and good privacy at reception. Positive interactions between staff and patients were evident throughout the visit, and staff were observed handling challenging situations calmly and professionally. While most patients were satisfied with the appointment system, some suggested quicker appointments, improved telephone access and better parking provision. 

Healthwatch concluded that Meadowfield Surgery provided a highly valued and patient-centred service. Recommendations focused on maintaining the positive staff culture, preserving the effective appointment system and good patient relationships, addressing parking issues where possible, and retaining the clear and well-organised health information available throughout the practice.