Enter and view: Tow Law Surgery

Healthwatch County Durham carried out an enter and view visit to Charlton House (Tow Law Surgery) on 14 May 2018 to gather independent patient feedback and identify examples of good practice. During the four-hour visit, Healthwatch carried out 20 individual conversations with patients and staff using appreciative questions to explore positive experiences and areas for improvement.

Patients were overwhelmingly positive about the surgery and frequently praised the availability of appointments, with many reporting they could secure same-day appointments and see their preferred GP. Staff were described as friendly, professional and respectful, and patients valued the continuity provided by long-standing doctors and nurses. Many highlighted strong doctor-patient relationships, saying they felt listened to, involved in decisions and treated with dignity. 

Healthwatch observed a clean and comfortable environment and found that patients generally did not wait long to be seen. Patients appreciated the personal approach of GPs calling them directly for appointments and many said they would remain registered with the practice even if another surgery was closer to home. However, some concerns were raised about privacy at reception, the amount of information displayed in the waiting area, limited opportunities for social interaction while waiting, and a lack of dementia-friendly signage.

Healthwatch concluded that patients were highly satisfied with the service provided by Tow Law Surgery and that maintaining the current appointment system and continuity of care should be priorities. Recommendations focused on improving privacy at reception, enhancing signage and the waiting environment, reducing information overload, and considering ways to encourage more social interaction and communication between patients and staff.