Enter and view: Springwell House Surgery and Harraton Surgery

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Summary of report content

Healthwatch Sunderland conducted enter and view visits on Springwell House GP surgery and Harraton GP surgery, two surgeries run by the same provider serving a combined total of 4050 patients

Healthwatch Sunderland noted that on the NHS Choices website there was some negative feedback from a number of patients collated during the period of August 2016 and November 2016. After consideration of this feedback and recent CQC inspection ratings which placed Springwell House at ‘requires improvement’, the visit was arranged.

Observations from representatives on Springwell House included:

- 100% of respondents said that the GP is friendly and respectful

- 80% of respondents said their GP ran late for appointments (of this 80%, 46% commented that this happened most of or all of the time).

- 93% of respondents rated the quality of care, treatment and service as excellent or good.

- 55% of respondents found there isn’t enough privacy at the reception area to talk to staff in confidence.

Observations from representatives on Harraton surgery included:

- 97% found the GP friendly and respectful

- 76% of respondents found the GP ran late for his appointments (of this 76%, 26% commented that this happened most of or all of the time).

- 94% of respondents find the quality of reception services to be good or excellent.

There were 2 recommendations made in the report:

- Both practices may find it useful to consider encouraging patients to book longer appointment times with the GP and other medical staff if required.

- Both practices may find it useful to consider further communication to patients around the availability of a private space for confidential conversations.

The report includes responses from the the staff.

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General details

Local Healthwatch
Healthwatch Sunderland
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Building, Decor and Facilities, including health and safety
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Complaints
Written information, guidance and publicity
Medication, prescriptions and dispensing
Caring, kindness, respect and dignity
Quality of treatment
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting times- punctuality and queuing on arrival
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
68
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Not known
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