Enter and view: Umbrella Medical

Healthwatch Walsall undertook an enter and view visit to Umbrella Medical on 25 October 2024.  They spoke to 37 patients and 2 members of staff.

All areas were clean and tidy and had adequate seating for patients There were at least three patient information areas.

There is a hearing loop in place with signage. There is a lift to all floors. There are several electronic patient appointment GP/room notification displays.

Healthwatch was told that there is a patient flagging system in place for carers, deaf or blind and vulnerable patients that is actioned appropriately. i.e. if a blind patient, then staff would verbally tell them the GP was ready to see them and guide patient to appointment.

 Most patients spoken to were very happy with access to appointments. Some patients said they would like shorter wait times on the phone to book appointments. Patients felt that the Doctors were caring and attentive to their needs and would spend the time that they (patient) needed to be listened to.

The complaints policy/process was not readily identifiable or known by patients for differing reasons including never needed to know.

 The practice offers a range of services to meet patients’ needs.

There is a large patient/visitor car park with electric charging points. Patients with cars are required to book/register their car registration in order not to be fined.

Recommendations included: improving receptionist training in communication, improving complaints visibility, and maintaining reliable digital systems. 

The provider has taken initial steps, including re-displaying the complaints policy and ensuring patients are better informed about additional GP appointment options.