Enter and view: Queens Road GP Surgery, Warwickshire

Healthwatch Warwickshire conducted an Enter and View on Queens Road Surgery, an NHS GP Practice with 2,806 patients on 27th March 2017.

Observation by the Enter and View representatives reported that:

- the building was in good condition, no parking on-site

- only one 'negative' observation noted - no electronic check-in

Patients who provided responses to the questionnaire:

- mostly gave an excellent or good rating on the appointment booking system;

- all rated the opening hours as excellent or good;

- almost all rated access to the GP surgery as excellent or good, one commented that there was no parking;

- all rated the cleanliness and hygiene as excellent or good;

- almost all rated their GP as excellent or good;

- almost all rated their nurse as excellent or good;

- mostly rated the reception staff as excellent or good;

- mostly rated the punctuality of appointments positively;

- almost all rated involvement in decision-making as excellent or good;

- all rated the overall quality of care, treatment and service as excellent or good.

Recommendations were made with regard to:

- widening communications of changes to the appointment booking system;

- sharing best practice with other surgeries regarding their use of a triage system which has reduced the need for appointments and Did Not Attends (DNAs);

- considering installing a chair in the waiting room for people with mobility issues.

The Practice Manager welcomed Healthwatch's visit and commented that their ideas would be implemented.