Enter and view: Warley Medical Centre - Foot Clinic

Healthwatch Sandwell undertook an enter and view visit of Warley Medical Centre Foot Clinic on 20 September 2023 to observe the environment and explore first-hand the experiences of patients of using the Foot Health Clinic. They spoke to patients and observed the environment.

Patients were spoken to in the waiting area. 50% had waited up to 4 weeks for their appointment and 50% had waited up to 3 months for an appointment. One patient explained that they were allocated their appointments on a rolling programme so they know when the next appointment is. This was very much appreciated by the patient.

While waiting for their appointment, 100% knew who to contact if they had a query. 80% of patients found the booking system ‘easy’ and 20% ‘very easy’.

The majority of the patients had no problems finding the clinic and had received clear directions. Many of the patients noted that they had visited the clinic on several occasions so were familiar with finding the venue.

100% found all the information they received about their appointment clear and easy to understand. Patients were communicated with through a variety of methods including phone calls, text messages and occasionally letters. Patients appreciated having a text to remind them of their appointment.

Patients described staff as very understanding and professional. 100% were happy with this service and rated it as ‘excellent’. They were happy that staff had answered all their questions. 100% were ‘very likely’ to recommend this service to friends and family.

The report contains three recommendations.