Enter and view: Poplar House Surgery
Download (PDF 637.74 KB)Summary of report content
Healthwatch Lancashire undertook an announced enter and view visit to Poplar House Surgery on 21 June 2024 and spoke to 14 people.
When initially contacting the surgery staff responded quickly and were found to be welcoming to a proposed visit by Healthwatch Lancashire. Prior to the visit a pre-visit questionnaire was completed by the practice manager which provided information around the day-to-day running of the practice; this allowed for the Healthwatch Lancashire team to be fully prepared for the visit.
On arrival the surgery team were welcoming to the Healthwatch Lancashire representatives and gave in-depth information about their services. Services provided at Poplar House Surgery included GPs, advanced clinical practitioners, a physician associate, practice nurses, a pharmacy technician, community nurses, health visitors, a care plan co-ordinator, a care at home team, social prescribers and administrative staff.
Issues around making appointments by telephone was raised as the area requiring the most improvement by patients, along with waiting room times and length of appointments. Positive comments were received around the quality of care as well as the environment.
More access to online booking was highlighted as a patient need, with several patients stating that they would use this if it was available. The surgery had already identified this previous to the visit and were in the process of setting up an online booking service along with a new website.
Staff felt that demands on their time could be challenging but that they were sufficiently staffed and able to provide person-centred care. All staff felt well supported and that current training was good. All staff spoken with were praising of the staff team and stated that they are happy working at the surgery.
Accessibility at Poplar House Surgery was good, with clear signage, plenty of space for those with mobility aids, and was dementia friendly.
The practice has a Patient Participation Group (PPG) which they are struggling to recruit for but are actively working to increase numbers and diversify the group in order to ensure that the local community is fully represented.