Enter and view: Rudgwick Medical Centre

Healthwatch West Sussex conducted an Enter and View visit to Rudgwick Medical Centre on 9 August 2017 following a previous Care Quality Commission inspection and as part of its programme of gathering patients’ experiences of local GP services. During the visit, representatives spoke with 15 patients and observed the practice environment and service delivery. 

Overall, patient feedback was very positive. Most people reported being highly satisfied with the care and services provided by the practice and praised staff for being friendly, helpful and responsive. Patients said they found it easy to make appointments, felt involved in decisions about their care and did not feel rushed during consultations. 

Patients generally reported good access to appointments. The surgery's telephone line was said to be answered promptly, urgent appointments were usually available on the same day and routine appointments could typically be obtained within three days. Patients also commented favourably on the short waiting times once they arrived for appointments. 

One recurring issue concerned access to female GPs. Approximately a quarter of patients interviewed felt it was difficult to obtain an appointment with the surgery's only female doctor because she worked limited sessions during the week. Healthwatch recommended that the practice consider ways of improving access to female doctors where possible. 

Although feedback was overwhelmingly positive, two patients expressed concerns about one particular doctor, describing a perceived lack of empathy and interest in their health concerns. Healthwatch recommended that the management team reflect on this feedback and consider how the doctor could be supported to improve patient satisfaction. 

The physical environment of the surgery was generally viewed positively. The waiting room was described as clean, tidy and well organised, and the practice benefitted from an on-site dispensary. However, Healthwatch noted that the intercom system used to call patients was difficult to hear because the sound quality was poor. The practice manager agreed to investigate and adjust the system. 

Accessibility issues were also identified. While the practice had a disabled toilet, there were no dedicated disabled parking spaces, largely because previous road markings could no longer be maintained. Healthwatch recommended consulting patients with mobility difficulties about parking arrangements. The report also suggested installing chair raisers or higher-seated chairs to better accommodate patients with mobility needs.

Some patients raised concerns about parking, believing that non-patients occasionally used the surgery car park. Although the practice manager felt parking pressures were mainly due to busy clinics rather than misuse, Healthwatch recommended monitoring the situation and reviewing signage. A small number of patients also said they would welcome Saturday appointments to improve access for people who work during the week.

Patients who had used nursing services were particularly positive about the practice nurse, and one recently registered patient reported a much better experience than at their previous surgery, particularly regarding appointment availability and staff attitudes.

In conclusion, the report found that Rudgwick Medical Centre provided a well-regarded service with high levels of patient satisfaction, good appointment access and positive staff interactions. The main areas for improvement related to increasing access to female GPs, addressing isolated concerns about one doctor's communication style, improving accessibility features and reviewing parking arrangements.