Enter and view: Pear Tree Surgery
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Healthwatch Warwickshire did an announced Enter and View visit to Pear Tree Surgery on 12th October 2015. The surgery is in a purpose-built building from 1989 which was extended in 2006. It was in good condition externally and a reasonable condition internally although signs of wear and tear were starting to show. The surgery car park had one disabled space, however there was a free council car park nearby.
The Healthwatch Enter and View team found the surgery met almost all their observation criteria. A private room was provided if patient needs to talk in privacy at reception. The system to call the patients was a combination of intercom and collection from waiting room, but there was no electronic system of informing patient of any delays in appointments. An electronic alert on the patients’ record would inform the staff if they have hearing problems, information in other formats would be sourced if requested. The PPG was advertised in the waiting area and there was a Friends and Family Test box available in the foyer.
The questionnaire asked the patients attending the surgery about appointments, access, parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Seven out of the 46 respondents found the appointment system to be poor, “Telephone keeps you hanging on and then the call finishes.” 45 rated the GP at the surgery as good while only 21 rated the punctuality of the appointments as good. 43 respondents felt that surgery was good at involving them with decision about their care, and 44 found the surgery to be good for overall quality, care, treatment and service.
The Healthwatch team provided three recommendations.
• The Surgery look into the concerns raised by the patients in respect of the appointment booking system, including the telephone hold system.
• The Surgery provide a comments box for patients in addition to the Friends and Family test.
• The Surgery to renew disabled parking bay demarcations to ensure that it is clearly visible.
There was no response from the surgery.