Enter and view: Polesworth GP Surgery, Warwickshire
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Healthwatch Warwickshire conducted an Enter and View on Polesworth Surgery, an NHS GP Practice with 12,000 patients on 15th May 2017.
Healthwatch Warwickshire observed that:
- the health centre was modern and well maintained
- There was limited parking on-site;
- there is no electronic check-in, waiting times were not displayed but staff let patients know if the delay will be long,
- alternative formats for information were not provided because they have never been needed
- there was no comments/complaints box,
- facilities for people with disabilities are available (i.e. parking, toilets, hearing loop, ramp)
- online booking not available.
- the PPG would like to recruit a wider range of patients.
Patients who provided responses to the questionnaire:
- gave a mixed rating on the appointment booking system;
- gave a mixed rating on the opening hours;
- mostly rated access to the GP surgery as excellent or good;
- all rated the cleanliness and hygiene as excellent or good;
- mostly rated their GP as excellent or good, though comments were mixed;
- mostly rated their nurse as excellent or good;
- mostly rated the reception staff as excellent or good;
- gave a mixed rating on the punctuality of appointments;
- mostly rated involvement in decision-making as good;
- gave a mixed rating on the overall quality of care, treatment and service.
Additional comments were made with regard to problems with the appointment booking system.
Recommendations were made with regard to:
- looking into concerns raised by patients regarding the appointment booking system;
- addressing concern raised about table with sharp edges which could be hazardous to small children;
- using a consistent approach to communicate delays to appointments;
- advertising the PPG more widely to recruit wider range of patients.
The Surgery response noted that online bookings have been discussed at the PPG and that use is actively encouraged, the hazardous table has been moved around the corner and also stated that receptionists inform patients if GPs are running late.