Enter and view: Port Isaac Surgery

Healthwatch Cornwall carried out an Enter and View visit to Port Isaac Surgery to gather feedback from patients, speak with staff and observe the service. The surgery serves approximately 10,500 patients and was rated "Good" by the Care Quality Commission in 2022.

Key findings

Overall, Healthwatch found that patients were positive about the care and support they received from the surgery. Staff were observed to be welcoming, professional and respectful towards patients, and the environment appeared clean, well organised and accessible. 

The waiting area contained information for patients, including health promotion materials and a QR code for feedback. Patients generally reported positive experiences of the practice and valued the support they received from staff. 

Patient feedback

Patients highlighted a number of positive aspects of the service, particularly the kindness and professionalism of staff. However, some concerns were raised regarding:

• Digital access: Several patients found the online appointment and contact systems difficult to use, particularly older patients and those who were less confident with technology. Some felt that digital systems could act as a barrier to accessing care.
• General surgery issues: Concerns were raised about waiting times, access to appointments and continuity of care following changes in GP staffing arrangements. Some patients expressed frustration about seeing different clinicians rather than a regular GP. 

Staff feedback

Staff generally spoke positively about working at the practice and described a supportive team environment. They acknowledged that demand for services was high and that managing patient expectations could be challenging. Staff also recognised the importance of maintaining good communication with patients and supporting those who found digital systems difficult to access.

Recommendations

Healthwatch Cornwall made three recommendations:

1. Improve communication with patients about accessing services and available support, ensuring information is clear and easy to understand. 
2. Continue efforts to support patients who experience barriers to digital access, helping them engage with services through alternative methods where needed.
3. Improve communication around GP staffing changes and continuity of care so that patients better understand how appointments are allocated and how they can access their preferred GP where possible.

Practice response

Port Isaac Surgery welcomed the report and described the visit as constructive. The practice stated that it is working to improve signage relating to local parking arrangements and reaffirmed that staff are available to support patients who struggle with online systems, including by telephone or face-to-face assistance. The surgery also explained that communication about GP retirement and patient allocation changes had been led by the NHS/ICB and noted that patients can request to change to their usual GP once a relationship has been established. The practice confirmed its commitment to acting on feedback and continuing to improve services.