Enter and view: Roslea Surgery Preston
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Healthwatch Lancashire undertook an announced Enter and View visit to Roselea Surgery, Preston on 22 November 2023. They spoke to nine patients and eight staff members.
The Healthwatch Representatives received a warm welcome by the Business & Governance Manager and Practice Operations Manager. After a brief discussion the Healthwatch representatives were shown the facilities and services that are provided at the surgery. This included a self-check in system, the waiting areas, the reception office, the clinical rooms, treatment rooms and management/administrative offices.
At the time of the visit, there were four GPs, one practice nurse, one medical student, one physiotherapist, one social prescriber, one health and wellbeing coach, one mental health practitioner and one Assistant Practitioner, who carries out direct care and checks with patients such as blood pressure tests.
There were six reception staff present; one of which was on the dedicated prescription line, one on general phone calls and another on the main desk to handle patient enquiries. It was explained that at busy periods in the day, all administration staff assist with phone calls, this is usually at the beginning of the week.
Overall, the surgery was observed to be clean, staff were polite and courteous with patients and it was noticeable that towards the end of the visit, the waiting room was busier, with approximately seven patients waiting for their appointment.
Patients explained that they felt the surgery provided a good service, that they were satisfied with the care received from clinicians and they felt heard and cared for. 50% of patients spoken with said that they had experienced issues in contacting the surgery to make an appointment, with issues relating to the length of time it took to make contact with the surgery particularly at the beginning of the week and around 8am.
The report contains six recommendations about guidance on making a complaint, information provision, signage, promotion of out of hours services, ensuring that hand sanitisers are checked and maintained and keeping patients informed about the progress of administrative requests.