Enter and view: Oakham Medical Practice

This is an enter and view report by Healthwatch Rutland. Healthwatch representatives visited the practice 6 times as part of an improvement programme following a CQC inspection report rating the practice as 'inadequate'.

During the enter and view visits people shared their views with representatives, an online survey was also used to gather feedback. In total 82 responses were gathered.

The findings were summarised as:

• The majority of patients are satisfied with their medical care but there are reports that they cannot get same-day care for an urgent health issue.

• Patients are more confident and happier to see other appropriate health care professionals than formerly1 and the practice nurses are valued highly.

• More patients value face-to-face appointments than virtual appointments and some expressed a wish for greater continuity of care 

with a doctor they know and who knows them.

• The repeat prescription service is rated highly although some patients report difficulties when all their repeat medications cannot be re-prescribed and dispensed at the same time.

• Most people walk or travel by car to the Practice and journey times are most often under 30 minutes. Patients appreciate the convenience of the Practice in Oakham and especially its location next to a pharmacy and adjacent to Rutland Memorial Hospital (RMH). However, some questioned whether the premises are now big enough for the growing population due to large housing developments. 

• 54% of the survey respondents make their appointments by telephone and 38% make them online. However, 57% say it is difficult to make online appointments and only 29% say it is easy.

• Patients continue to complain about long waits on the telephone.

• Patients would like more available appointments and sooner. Some reported that they had been told in the Practice to book by phone but were then unable to get through.

• The entrance used by Oakham Medical Practice (OMP) patients to access clinics at RMH is not suitable for wheelchairs and there is no signage to a more suitable access.

There are no signs advising about hearing loops in the practice or RMH and the signage prohibiting the use of ‘portable phones’ needs removing. 

• Reception does not consistently have seats for patients queuing who might feel too poorly to stand. When lengthy patient queues were forming at reception we did not always observe additional staff coming.

There are recommendations in this report.

1. Improve signage at RMH to provide more appropriate entrance for wheelchairs and use of mobile phones. Add signage at the OMP main building about opening hours and out-of-hours contact details. 
2. Improve OMP reception facilities to provide drinking water for patients and better queue management with seating for poorly or disabled patients.
3. Enhance training for Patient Services staff to maintain high standards of customer care in terms of sensitivity to patients’ privacy during conversations at reception. 
4. Advise patients with appointments for clinics in RMH, at booking time, that they should check in at OMP first (unless they have mobility issues).
5. Make more appointments available for same day urgent health care.
6. Simplify the online appointment booking by providing clarity about appointment codes and make more doctors’ appointments available to book online throughout the day.
7. Offer more face-to-face appointments and offer continuity of care.
8. Synchronise prescribing for patients taking multiple medications.
9. Create more space in disabled toilet by storing the wheelchair elsewhere
10. Continue with making improvements. OMP efforts over 2023 have been recognised and welcomed by patients but some doubts and anxieties remain.

There are no follow up actions in the report. However the provider has given a detailed response to the recommendations.