Enter and view: The Surgery, Ashby de la Zouche

This Healthwatch Leicestershire Enter and View report summarises a visit to The Surgery in Ashby-de-la-Zouch on 9 July 2015. The purpose of the visit was to gather patient views, observe the environment and assess accessibility, patient information and facilities within the practice. Fifteen patients were surveyed during the visit. 

Overall, the report found that patients were highly satisfied with the surgery and the service they received. Healthwatch observed positive interactions between staff, doctors and patients, and reported that patients consistently described their experiences of care and treatment positively. 

The surgery was found to be modern, clean, accessible and well maintained. It was located close to the centre of Ashby-de-la-Zouch and provided parking spaces, including a disabled parking bay. The building was on a single level with ramp access, handrails throughout, good signage and wheelchair availability for patients who required assistance. 

Reception and waiting areas were observed to be welcoming and well organised. Patients used the self-service check-in screen confidently, and information for patients was prominently displayed throughout the building. The waiting room included a children's play area, books, magazines and local artwork. Healthwatch also noted a documented cleaning regime for children's toys and other facilities. 

Accessibility arrangements were generally good. The surgery had a hearing loop system, accessible toilets, wheelchair provision and a doorbell with Braille signage to assist patients with visual impairments. For patients with hearing difficulties, staff could either notify them personally or have clinicians collect them directly from the waiting area.

Patient information was comprehensive and easy to access. Leaflets and notices covered complaints procedures, patient rights, access to records, data protection and practice policies. The surgery also produced a patient newsletter containing updates about practice developments.

Survey findings were positive. Most respondents said it was easy to contact the surgery by telephone, urgent appointments were generally available on the same day, and patients were very satisfied with opening hours. Staff were rated highly for helpfulness and understanding, while overall ratings for both clinical care and non-clinical services were very positive. 

However, Healthwatch identified several opportunities for improvement. The waiting room seating was somewhat limited, with few chairs offering armrests, higher backs or wider seats. The Patient Participation Group (PPG) was not clearly promoted, and most patients were unaware that it existed. Healthwatch also noted that suggestion forms were not available despite a suggestion box being present. 

A number of minor environmental issues were highlighted. Chlamydia testing kits were available in the foyer but not in the toilets where related promotional posters were displayed. The pull cord in the disabled toilet did not reach the floor, hot water warning signs were absent in the ladies' toilet, and a staff kitchen door had been left open, potentially allowing patient access. 

Healthwatch recommended widening the range of seating available, improving promotion of the Patient Participation Group, placing Chlamydia testing kits in the toilets, providing suggestion forms, extending the emergency pull cord in the disabled toilet, keeping the kitchen door closed and adding hot water warning signs. 

The practice welcomed the report and stated that many of the recommended improvements, including changes to seating, signage, toilet safety measures and kitchen access arrangements, were already being addressed. The surgery emphasised its aim of combining modern facilities with a friendly and personal approach to patient care.